Operational Services Division
Government
ServiceDeskAgent
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Service Desk Agent at Operational Services Division. Skills: Service Desk support, Customer support, Issue resolution, Process improvement. Provide day-to-day support. Respond to inquiries”
Industry & Context.
Problem-solving; Analytical skills
What They're Looking For.
Must Have
Three years professional experience, Experience in work simplification, Experience in management analysis, Experience in program analysis, Experience in methods analysis, Experience in economic analysis, Experience in fiscal analysis, Experience in financial analysis, Experience in budget analysis, Experience in program administration, Experience in program management
Nice to Have
Bachelor's degree in business administration, Bachelor's degree in business management, Bachelor's degree in public administration, Bachelor's degree in industrial engineering, Bachelor's degree in industrial management, Graduate degree in business administration, Graduate degree in business management, Graduate degree in public administration, Graduate degree in industrial engineering, Graduate degree in industrial management, Bachelor's degree or higher, Prioritize and manage multiple tasks, Summarize complex issues, Proven communication abilities, Excellent problem-solving skills, Analytical skills, High level of efficiency, Attention to detail, Customer service orientation, Business requirements analysis, Requirements elicitation, Requirements verification, Methodology development, Knowledge of state software design, Knowledge of local software design, Knowledge of state hardware design, Knowledge of local hardware design, Knowledge of state systems design, Knowledge of local systems design, Knowledge of state products design, Knowledge of local products design, Knowledge of EOTSS standard project methodology, Knowledge of organizing work processes, Knowledge of organizing work functions, Collaborate on requirement specifications, User-friendly language specifications
What You'll Do.
Provide day-to-day support
Deliver high-quality customer service
Document customer interactions
Track customer interactions
Collaborate with cross-functional teams
Support OSD initiatives
Deliver Tier II technical support
Resolve escalated issues
Test system enhancements
Identify opportunities to streamline
Drive continuous improvement
Support eProcurement solution
Troubleshoot system issues
Assist in quarterly release testing
Develop internal tools
Develop internal documentation
How You'll Work.
Team & Collaboration
Cross-functional teams
Communication Scope
Oral communication; Written communication
Process & Methodology
Project methodology
Full Job Description
About the Operational Services Division (OSD) The Operational Services Division (OSD) enables state government to obtain the goods and services it needs to serve the people of Massachusetts. OSD ensures that state procurements deliver best value and utilize fair, open, and competitive practices. The agency also helps thousands of businesses offer products and assistance to state agencies, local governments, and other public bodies - creating opportunities that contribute to economic growth and development. We work at the nexus between government and business and are privileged to make connections that support both sectors. Join our Dynamic Team OSD's dynamic team is guided by the following values: SERVICE, PARTNERSHIP, CREATIVE-PROBLEM SOLVING and RESPONSIVENESS. Our flexible, hybrid work environment fosters work-life balance and collaboration, allowing us to effectively serve our state agency and local government partners so they can achieve their goals on behalf of the people of Massachusetts. You’ll be a great fit for our team if you believe in making state government work better, are forever curious and love building relationships and knowledge with partners in the public and private sectors. We look for people who are able to take initiative with a strong sense of urgency and enthusiasm, stay current on evolving policies, practices, industry and market trends, and consistently bring fresh ideas that contribute to a culture of innovation. OSD Helpdesk The OSD Help Desk mission is to provide our customers with a centralized point of contact for responsive support. Our goal is to empower customers to use the OSD resources and tools. We strive to do this through education and removal of roadblocks through personalized and timely solutions utilizing teamwork and collaboration. Key Responsibilities: Provide day-to-day support for the OSD Service Desk by responding to inquiries from buyers, vendors, and internal staff, delivering high-quality customer service, and res
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