Kforce has a client in Boston, MA that is seeking a Solution Desk Analyst. Responsibilities: * Solution Desk Analyst will support users under the Solution Desk Manager's guidance, reviewing protocols, staffing, and service levels * Handle inquiries via ServiceNow, phone, voicemail, and email; manage tickets per guidelines * Assess and resolve or escalate issues based on complexity * Collaborate with internal teams and external partners to deliver timely, accurate solutions * Document inquiries and communications thoroughly in tracking systems * As a Solution Desk Analyst, you will collect user feedback and propose improvements for recurring issues * Stay current with policies, memos, and training requirements * Promptly report any questionable actions or potential issues to leadership