What does a help desk analyst do?

The professional trained to answer customer requests, answer questions and provide assistance through these channels is called a help desk analyst. They are often employees from different areas, with the most diverse work histories and different experiences.

The only rule that is repeated in all companies is that these agents, as they are often called, always aim to clarify the doubts of customers, assist them in the difficulties they may have and educate them on the best use of product or service.

The help desk service is usually divided into three levels of service. The first can be separated into two parts: the solvers and the drivers. As the name says, the role of the solver is to find the solution to the customer's problem, in a first contact, in an agile and efficient way.

The drivers, on the other hand, will work together with other areas. They are responsible for receiving and forwarding problems that could not be resolved at the first level to the professional who can quickly find the desired solution.

After this, we have the second level .

It houses a team of employees with in-depth knowledge and prepared to deal with more complex and difficult-to-solve matters. In this way, calls that could not be resolved in the first contact reach this new professional for specialized treatment.

Finally, the third level of help desk service contains specialists with the greatest ability to solve problems.

They are those who act directly in the greatest difficulties faced by the team. Here, normally, the team can count on developers of commercialized software. That's because they have much more advanced knowledge about the product/service.

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