Analyst, Service Desk Operations
Core
Analyst supporting the Service Desk Unit in the Mayor's Office of Contract Services (MOCS) by managing vendor account inquiries, troubleshooting technology platform issues, and ensuring stakeholders have access to accurate procurement information.
Role type
Service Desk Operations Analyst
Builds
Vendor onboarding processes and technology platform support for city agencies and vendors
Domain
Government procurement operations and technology support
Deliverable
client delivery
Required skills
Vendor account verification, multi-channel communication (ticketing, email, phone), issue troubleshooting, data documentation in JIRA, stakeholder education, process improvement analysis
Preferred skills
Concise written and verbal communication, time management in fast-paced environments, data analysis and summarization, change management support
Technologies
JIRA, PASSPort, HHS Accelerator
Responsibilities
Review and verify vendor account information and filings; Troubleshoot issues using research and problem-solving skills; Coordinate responses across operational and technical teams; Document user interactions and categorical data in customer service platforms; Escalate critical issues to managers; Propose updates to user resources for systems
Seniority
Individual Contributor, operational support level