The Help Desk Advisor is responsible for supporting the internal Support/IT service desk by efficiently classifying and routing incoming incidents. This agent acts as the first line of technical triage, ensuring that support requests are accurately categorized and delivered to the appropriate human or automated resolution pathway. It supports the Technical Support team and wider IT operations by improving incident handling speed and accuracy. This agent utilizes workflow automation and classification logic to assess tickets upon submission, applying pre-defined categorization rules and decision trees. Once identified, the agent routes tickets to the correct support tier, department, or resolution system. Tasks are executed consistently, with clear audit trails and routing metrics, ensuring no incident is delayed or mishandled.

Skills: Incident classification and triage using rule-based logic or AI classification models Familiarity with IT service desk platforms (e.g., Jira Service Management, Zendesk, Freshservice, ServiceNow) Ticket routing based on support tier, department, or issue type Application of decision trees and escalation protocols Automation of intake workflows using triggers, tags, and routing rules Basic understanding of IT support categories (hardware, software, access, networking, etc.) Audit trail generation and ticket tagging for compliance and tracking Collaboration with human IT staff to align on resolution pathways and update rulesets

Agents | Customer Service and Support Agents