Service Desk Analyst

6 days ago

Garland, Texas, United States InfiCare Inc. Full time

Greetings,

My name is
Rahul Kohli and I'm a Senior Recruiter at InfiCare technologies

, our records show that you are an experienced IT professional with
Service Desk Analyst

this experience is relevant to one of my current openings. The opening requires
Service Desk Analyst

to the above skills. It is
Dallas, TX (Onsite).

Title: Service Desk Analyst

Location: Dallas, TX (Onsite)

Type: Contract (c2c or w2)

Note: Local to Dallas, TX only

Job description:

  • 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.

Rahul Kohli

InfiCare
Staffing

| 22375 Broderick Drive #225 Dulles, VA 20166

Direct: Ext 9008 |

| 

 | 

Staffing services since 2001 | NMSDC MBE Certified | The Joint Commission Certified

Manager Contact Info: Akash Goswami |

|

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