Service Desk Analyst
1 week ago
Job Title: Service Desk Analyst
Duration: 6 months
Location: Remote (80%), Onsite (20%) in NYC, New York
- Work Schedule: This role will follow a day shift schedule (7 am to 3 pm, 8 am to 4 pm, 9 am to 5 pm, or 10 am to 6 pm) with 80% remote work and 20% on-site work. The consultant is expected to work holidays if necessary, as this is a 24/7 service desk operation.
- Equipment Requirements: Candidates must have their own IT equipment (PC/Monitor or laptop, headset, and home internet).
The Service Desk Analyst will serve as front-line, Level 1 IT support for the enterprise, which includes seven hospital networks and the corporate office. The role involves monitoring and responding to Service Desk phone calls, email message queues, and auto-triggered request queues during assigned shifts. The analyst will provide support and customer service to users, promote and/or escalate problem, incident, and request action items, and ensure real-time Service Desk coverage to meet and exceed service level requirements and end-user expectations.
General Tasks and Responsibilities:- Manage Level 1 and 1.5 service incidents/requests from report to resolution.
- Provide support and services to users, resolving as many calls as possible at Level 1 and 1.5.
- Act as a single point of contact for Service Desk activities, including problems, incidents, and request items.
- Contribute to continuous process improvement within the Service Desk area.
- Stay technically knowledgeable and current on all Service Desk tools in use, such as ServiceNow and performance monitoring tools.
- Receive, prioritize, document, and actively resolve end-user help requests.
- Triage requests to ensure accurate transfers and escalation per service level agreements (SLA).
- Track open tickets and monitor ticket progress per SLA, closing ticket items when resolved.
- Follow escalation and paging procedures to ensure SLAs are met.
- Provide support for issues related to password resets, MS Office, Windows, and related concerns.
- Ensure a positive client experience by meeting and exceeding customer expectations, instilling confidence in request resolution.
- Participate in special projects as needed and perform other duties as assigned.
- Work independently and as part of a fast-moving team.
- Be available to work at various locations and shifts as necessary.
- Baccalaureate Degree: In a relevant field from an accredited college or university.
- Experience: One year of experience in business, government, hospital, educational institution, or non-profit organization in the analysis, development, and implementation of systems, methods, procedures, management information development, and data coordination. Familiarity with EDP applications and data processing programs is required.
- Master's Degree: In Management, Business Administration, Hospital Administration Management, Public Administration, Accounting, or a relevant field from an accredited college or university; or,
- Equivalent Experience: A satisfactory combination of education, training, and experience may be considered.
- One year of relevant experience in business, government, hospital, educational institutions, or non-profit organizations in the analysis, development, and implementation of systems, methods, procedures, management information development, and data coordination. Familiarity with EDP applications and data processing programs is necessary.
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