Another day starting up your laptop or workstation, logging into programs, and waiting for that first call to come in. As an IT help desk analyst, you love when you can solve people’s problems, but sometimes the number of calls feels overwhelming. Although each analyst tier responds to different customer or employee concerns, you all share the same basic job functions like answering calls, asking questions, and research answers.

“Security defense is exciting, because you’re always trying to stay ahead of the bad guys,” says Tracy T., senior staff detection engineer at ServiceNow. Who are these bad guys? They could be malware or hackers who try to threaten the security of employee data or the company network—or anything in between. Detection engineering plays a major role in keeping a company safe, especially amid changing tool capabilities and detection methods.

A help desk is a group, department, or external service that users contact for assistance through various channels.

The service request management process is critical to maintaining efficient operations for any organization. By managing and tracking service requests, businesses can ensure that customer issues are resolved promptly and effectively. No matter in what domain or industry you are operating your business, requests are a standard process from employees, suppliers, or customers.