Help/Service Desk Analyst in Plymouth, MA

INFICARE SOFTWARE TECHNOLOGIES PRIVATE LIMITED; Plymouth (MA); On-site; USD 50,000 - 65,000; Full time

Job summary

A technology solutions provider is looking for a Service Desk Analyst in Plymouth, MA. The role involves providing Level 1 and Level 2 technical support to banking staff, ensuring timely resolutions of IT incidents, and maintaining compliance with U.S. regulations. Required qualifications include a degree in IT or related fields and 2-3 years of experience in a service desk environment. Strong communication and problem-solving skills are essential for success in this position.

Qualifications

• 2-3 years of experience in IT service desk or technical support role.
• Experience supporting a bank or financial services environment preferred.
• Ability to work in a fast-paced, highly regulated environment.

Responsibilities

• Provide Level 1 and Level 2 technical support to banking staff.
• Ensure timely resolution of IT incidents, service requests, and user issues.
• Maintain compliance with U.S. banking regulations and cybersecurity standards.

Skills

Ticket Management

Customer Satisfaction

First Call Resolution

Communication

Problem-Solving

Education

Bachelor’s/associate degree in IT, Computer Science, or related field

Graduate in BCA or any Technical Field

Job description

Responsibilities

he Service Desk Analyst is responsible for providing Level 1 and Level 2 technical support to banking staff across branches, operations centers, and corporate offices. This role ensures timely resolution of IT incidents, service requests, and user issues while maintaining compliance with U.S. banking regulations, cybersecurity standards, and internal IT policies.

Key Knowledge Areas

• Ticket Management
• Customer Satisfaction
• First Call Resolution
• Create SOP and Knowledge Base articles for top call generators.

Required Skills & Qualifications

• Bachelor’s/associate degree in IT, Computer Science, or related field (preferred).
• 2–3 years of experience in IT service desk or technical support role.
• Experience supporting a bank or financial services environment (preferred).
• Basic and Above Average knowledge of:
• VPN & MFA
• ITIL framework
• Excellent communication, customer service, and problem‑solving skills.
• Ability to work in a fast‑paced, highly regulated environment.

Educational Requirement

• Graduate and preferably BCA or any other Technical Field.
• Exceptional customer service orientation
• Excellent communication skills, both written and verbal
• Disciplined, systematic problem‑solving skills required.