Job Description
Note: The job is a remote job and is open to candidates in USA. Dudek is a 100% employee-owned firm supporting clients nationwide 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 complex 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 base and self-service resources to help employees resolve common requests independently
- Learn the Business Operations systems portfolio and develop 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, ServiceNow, Zendesk, Jira, or similar)
- Excellent written and verbal communication skills; professional, responsive, and customer-service oriented in all interactions
- Strong attention to detail and follow-through; able to manage a high-volume queue without losing track of open items
- Proficiency with Microsoft 365, including Outlook, Teams, Excel, and SharePoint
- Genuine curiosity about business systems, operations, and how technology supports organizational efficiency; eagerness to grow within 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 related field; or equivalent combination of education and work experience
- Any exposure to ERP, HRIS, CRM, or other enterprise business systems is a plus
Company Overview
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