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Service Desk Analyst
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Service Desk Analyst
3 months ago
New York, United States Metropolitan Jewish Health System Full timeOur Corporate team may not provide direct care, but we still touch people's lives in a very real and substantial way. The services we provide contribute greatly to the overall patient and member experience, supporting our reputation for excellence. MJHS is in search of a Service Desk Analyst who will be responsible for assisting customers with technical...
Service Desk Analyst L1
2 months ago
Role: Service Desk Analyst L1
Location: New York,NY
Job Description
ü Graduate with Minimum 3+ years of experience in service Desk
ü Excellent communication and conversation skills in English with a Versant Score of 70
ü Good Knowledge of Incident, Change and Problem Management
ü Manage Service Desk activities, including:
o Owning overall responsibility for Incident and Service Request process handling on the Service Desk
o Liaise with the Service Manager
o Help with the development and issuance of Service Desk Operational Reports
o Liaise with the designated Change lead as requested.
ü Logging and triaging the incidents in ITSM for all the end user related incidents, service requests, problems etc
ü Triage the tickets to respective Workplace Services, Applications Services Team and the Infrastructure Operations Team members based on the ticket severity and priority.
ü Track the incidents/service requests/ problem and Change tickets to ensure resolution within SLA, escalate the unresolved incidents/ problems / Service / Change requests as per the escalation mechanism.
ü Analyse the ticket trend and provide reports with improvement actions, create basic documents and knowledge base articles.
ü Attend voice calls.
ü Good Documentation skills on the technical, process, ticket status and other relevant updates suggested by the Quality Lead on the ticket.
ü Use Remote Desktop to assist the end users as required.
ü Good Knowledge on O365 products.
ü Monitor the Incident Management queue, Assigning/Reassigning and follow up of tickets as per standard procedure
ü Experience in executing the service request raised in the ticketing tool as per the SOPs provided to the team.
ü Basic level troubleshooting of the issues like desktop application and access, network, printer, Active Directory, O365 and email related issues
ü Monitor the Incident Management queue and update the incident management system with all the relevant information relating to an incident.
Proactive problem management is an added advantage.
ü Good Knowledge and proven skills in Vendor Management
ü Good Knowledge on ZOHO ITSM tool
Soft Skills
ü Should possess excellent customer handling skills
ü Ability to handle unforeseen situations
ü High level of acceptance and understanding in dealing with end users and situations
Certifications
ü Candidate to be ITIL certified
Company DescriptionNeed Immediate candidates to be available for this role.Company DescriptionNeed Immediate candidates to be available for this role.