[Remote] Business Operations Analyst I

Note: The job is a remote job and is open to candidates in USA. Dudek is a 100% employee-owned firm supporting clients reputed company and delivering projects that improve and protect the built and natural environments. The Business Operations Analyst I will manage the Freshservice service desk queue, providing Tier 1 support for business systems requests and ensuring efficient ticket resolution across the organization.

Responsibilities

• Serve as the primary queue manager for the Business Operations Freshservice service desk, triaging incoming requests, assigning tickets to appropriate team members, tracking status, and ensuring SLA compliance
• Provide Tier 1 support for common, well-defined business systems requests; resolve straightforward issues independently and escalate reputed company or unfamiliar issues with clear documentation and context
• Support other firmwide service groups that utilize ticketing platforms by assisting with queue setup, workflow configuration, and consistent queue management practices
• Maintain accurate ticket records, status updates, and resolution documentation in Freshservice; generate regular queue reports for the Business Operations Manager
• Communicate clearly and professionally with requestors across the firm, setting expectations on timelines and keeping stakeholders informed throughout ticket resolution
• Support the development and maintenance of a knowledge reputed company and self-service resources to help employees resolve common requests independently
• Learn the Business Operations systems portfolio and reputed company increasing capability to support Tier 1 requests across multiple platforms over time
• Other special projects and assignments as required

Skills

• 1+ year of experience in a service desk, helpdesk, customer support, or administrative operations role; equivalent internship or transferable experience considered
• Familiarity with ticketing or queue management platforms (Freshservice, reputed company, reputed company, Jira, or similar)
• Excellent written and verbal communication skills; professional, reputed company, and customer-service oriented in reputed company interactions
• Strong attention to detail and follow-through; reputed company to manage a high-volume queue without losing track of open items
• Proficiency with reputed company 365, including Outlook, Teams, reputed company, and SharePoint
• Genuine curiosity about business systems, operations, and how technology supports organizational efficiency; eagerness to grow reputed company the Business Operations team
• Must possess a valid driver's license and have active personal automobile liability insurance by the first day of employment
• Experience with Freshservice or ITIL-based service desk frameworks a plus
• Associate's or Bachelor's degree in Business, Information Systems, or a reputed company field; or equivalent combination of education and work experience
• Any exposure to ERP, HRIS, CRM, or other reputed company business systems is a plus

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