Help Desk Analyst

Overview

The Help Desk Analyst serves as the primary point of contact for facility service requests, inquiries, and issue reporting. This role is responsible for receiving and logging service requests, dispatching work orders, coordinating with facilities teams, and ensuring timely communication with building occupants and stakeholders.

The position supports the efficient operation of facilities services by ensuring requests are accurately documented, prioritized, and routed to the appropriate ABM manager or technician.

Responsibilities

Help Desk and Service Request Management

· Receive and respond to incoming calls, emails, and service requests via Service Now related to facility issues.

· Log and manage work orders in the facility management CMMS

· Accurately capture request details including location, issue description, priority, and requester information.

· Assign or dispatch work orders to appropriate maintenance teams or vendors.

· Monitor open requests and follow up to ensure timely resolution.

· Once work orders are completed in the CMMS, close out service requests on Service Now

Customer Service

· Provide professional and courteous service to employees, visitors, and vendors.

· Respond to inquiries related to facility services, maintenance requests, and building operations.

· Provide status updates to requesters regarding work order progress and completion.

· Escalate urgent issues or service disruptions to facilities management.

Coordination and Communication

· Coordinate with maintenance teams, contractors, and facility managers to support service delivery.

· Communicate high-priority issues through designated site communication channels.

· Assist with coordination of emergency service requests when required.

Recordkeeping and Reporting

· Maintain accurate records of service requests and call center activity.

· Track request volumes, response times, and resolution status.

· Support preparation of call center performance reports and service metrics.

Administrative Support

· Maintain call center procedures and documentation.

· Assist with updating contact lists and escalation procedures.

· Support operational changes or updates to call center systems and processes.

Qualifications

· High school diploma or equivalent required; associate degree preferred.

· 1–3 years of experience in customer service, call center operations, or facilities coordination.

· Experience with work order management systems (e.g., CMMS, CAFM, or ServiceNow).

· Strong communication and customer service skills.

· Excellent organizational and multitasking abilities.