Service Desk Analyst ( from IT Background

Job Title:
Service Desk Analyst (level
1)

Job Location:
Plymouth, MA

Job type:
Contract

Job Duration:
Long Term.

Job Description:

-

• 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

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.