Service Desk Analyst ( from IT Background can also apply)

Job Title: Service Desk Analyst (level 1)

Job Location: Plymouth, MA

Job type: Contract

Job Duration: Long Term.

Job Description:-

Key Responsibilities:

Serve as the

first point of contact

for resident/public inquiries via phone, email, or chat.

Accurately

log and categorize queries

using platforms like

Servicenow, Jira , or equivalent ticketing systems.

Collaborate with internal technical teams to

triage issues

and provide timely, accurate resolutions.

Proactively

minimize hold times

and ensure a smooth, positive experience for callers.

Identify cases for

escalation or follow-up , ensuring no resident query goes unresolved.

Maintain

clear documentation

of all interactions and support activities.

Help reduce

call abandonment rates

and increase responsiveness through process awareness.

Stay current on evolving tools, systems, and internal workflows

Education: Batchelor’s Degree with Comptia A+ Certification 1-2 yrs exp min

Associate degree – Comptia A+ Certification 1-2 yrs exp min

High School Diploma with 5+ yrs exp and CompTIA+ Certification.

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