Service Desk

Service Desk & Operations Analyst

Catholic Health is one of Long Island’s finest health and human services agencies. Our health system has over 16,000 employees, six acute care hospitals, three nursing homes, a home health service, hospice and a network of physician practices across the island.

Overview

As a Service Desk Operations Analyst, you will be responsible for providing technical support and assistance within our data center environment, as well as supporting internal and external customers. You will work closely with our DTS teams to ensure prompt resolution of IT-related issues and deliver outstanding customer service. Additionally, you will assist with data center operations responsibilities, including system and interface monitoring system, monitoring and supporting data center environmental controls and data center maintenance activities. Your performance will include being measured on Key Performance Indicators (KPIs) related to service desk response time, ticket resolution, customer satisfaction, and other relevant metrics.

Key Responsibilities:

• Respond to incoming customer queries and technical issues via phone, email, or chat in a professional and timely manner.
• Diagnose and troubleshoot level 1 issues in hardware, software, and network-related problems.
• Assist in monitoring system performance and conducting routine checks on data center operations.
• Manage data center auxiliary support equipment and maintenance activities for the data center environment.
• Escalate complex issues to the appropriate IT management teams for further investigation and resolution.
• Document all support interactions, solutions provided, and follow-up actions taken in our ticketing system.
• Ensure accuracy in capturing and documenting ticket details, including issue description, steps taken, and resolution notes.
• Collaborate with other team members to develop and maintain knowledge articles, FAQs, and training materials.
• Conduct periodic reviews and updates of existing support processes and procedures to improve efficiency and effectiveness.
• Continuously strive to enhance customer service skills and maintain efficient service delivery.
• Provide proactive support and guidance to end-users to prevent recurring issues and improve overall user experience.
• Participate in team meetings, training sessions, and cross-functional projects as required.

Key Performance Indicators (KPIs):

• Average Handle Time: Maintain a response time of less than or equal to 10 minutes for incoming support requests.
• First Contact Resolution Rate: Achieve a first contact resolution rate of 25% for all resolved tickets.
• Customer Satisfaction Score (CSAT): Maintain a CSAT score of [insert target score] or above based on customer feedback surveys.
• Knowledge Base Contribution: Contribute to the knowledge base by creating a minimum of 5 new articles or updates per month.

Qualifications and Skills:

• Bachelor's degree in computer science, or related field (preferred).
• Strong knowledge of ITIL framework and best practices.
• Proven experience as a n Operations Analyst or similar role in a fast-paced environment.
• Excellent communication skills, both written and verbal.
• Ability to prioritize and manage multiple tasks efficiently.
• Proficiency in level 1 troubleshooting hardware, software, and network issues.
• Familiarity with ticketing systems and remote support tools.
• Customer-focused mindset with a passion for delivering high-quality service.

Salary Range

USD $29.16 - USD $48.62 /Hr.

This range serves as a good faith estimate and actual pay will encompass a number of factors, including a candidate’s qualifications, skills, competencies and experience. The salary range or rate listed does not include any bonuses/incentive, or other forms of compensation that may be applicable to this job and it does not include the value of benefits.

At Catholic Health, we believe in a people-first approach. In addition to the estimated base pay provided, Catholic Health offers generous benefits packages, generous tuition assistance, a defined benefit pension plan, and a culture that supports professional and educational growth.