What are the responsibilities and job description for the Service Desk Analyst ( from IT Background can also apply) position at Jobs via Dice?
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Job Title: Service Desk Analyst (level 1)
Job Location: Plymouth, MA
Job type: Contract
Job Duration: Long Term.
Job Description:-
Key Responsibilities:
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.
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
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.