Service Desk Analyst

Service Desk Analyst InfiCare - 4.3 Dallas, TX Job Details Full-time $48,000 a year 1 hour ago Benefits 401(k) Vision insurance Qualifications Live chat Jira CRM software Teamwork Active listening Ramps Customer support ticket management CRM system proficiency Technical troubleshooting support

Empathy Full Job Description Job Title:

Servicedesk Analyst Location:

Dallas, TX (Onsite role)

Duration:

Fulltime Salalry:

$48K+

Benefits Job Summary:

We are looking for experienced, customer-focused Contact Center Representatives to join a flexible and collaborative support team serving a critical public sector department. This is a high-impact, front-line role designed to provide responsive, empathetic, and technically informed assistance to residents and internal users. This role is ideal for individuals who are adaptable, tech-savvy, and committed to delivering service excellence during a major transition phase.

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 Salesforce, 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.

Requirements:

Experience in a customer-facing technical support or contact center role . Working knowledge of Salesforce, Jira , or similar CRM/ticketing platforms (training support available). Strong communication, active listening, and troubleshooting skills. Ability to thrive in a fast-paced, high-volume support environment . Strong ownership mindset and willingness to adapt to changing support demands.

Preferred Qualifications:

Experience supporting government or public-sector entities is a plus. Familiarity with ITIL/SLAs/service desk processes preferred. Ability to support a flexible engagement model , including ramp-up/ramp-down scenarios based on volume. #IND2

Pay:

$48,000.00 per year

Benefits:

401(k) Vision insurance

Experience:

Jira:

2 years (Required) CRM software: 1 year (Required)

Work Location:

In person