Service Desk Analyst

2 weeks ago

Farmingdale, United States Integrated Resources Full time


Principal Duties:
Consultant is expected to work holidays if necessary as we are a 24/7 service desk. Schedule will be weekend night shift (Sat 8pm-9am, Sun 7pm-8am, Mon 8pm-8am). 80% remote/20% on-site position.

- Receive, prioritize, document and actively resolve end-user help requests

- Answer calls of e-mail contacts within the required service level time frame

- Triage requests to ensure accurate transfers and escalation, per service level agreements (SLA/OLA)

- Track open tickets and monitor ticket progress per SLA/OLA, close ticket items when resolved

- Follow escalation and paging procedures to ensure SLAs/OLAs are being met

Agents are evaluated via an agent score card which tracks various call centers & service delivery metrics.

Minimum Qualifications:
Job Summary: The Service Desk Analyst EDP will serve as front-line, level 1, IT support for the enterprise, which includes seven hospital networks and the corporate office. Monitor and answer the Service Desk phone, e-mail message queues, and auto-triggered request queues during their assigned tour (I, II or III). Provide support and customer service to users, promote and / or escalate problem, incident, and request action items. Provide real-time Service Desk coverage to meet and exceed service level requirements and end-user expectations.

General Tasks and Responsibilities Will Include:

" Manage level 1 and 1 1/2 service Incidents/requests from report to resolution

" Provide support and services to users, seeking to resolve as many calls as possible at level 1 and 1 1/2

" Provide customer with a single point of contact for Service Desk activities, for problems, incidents and request items

" Contribute to the continuous process improvement of the Service Desk Area

" Remain technically knowledgeable and current on all Service Desk tools in use in the Data Center such as ServiceNow 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, close ticket items when resolve

" Follow escalation and paging procedures to ensure SLAs are being met

" Provide support and services to users, seeking to resolve as many calls as possible at level 1:

" Provide support for issues related to password resets, MS Office, Windows, as well as some issues Provide customer with a single point of contact for Service Desk activities, for problems, incidents and request items

" Provide a positive experience to clients through meeting and exceeding customer expectations, and engendering confidence that requests will be resolved

" Participate in special projects as needed and perform other duties as assigned

" Must be able to work independently as well as work as part of a fast-moving team

" Must be able to work at various locations when necessary along with working various shifts

Educational Level:

" Baccalaureate Degree in relevant field from an accredited college or university;and,

" One year of experience in a business, government, hospital, educational institution or non-profit organization in analysis, development and implementation of systems, methods and procedures, management information development and data coordination. Familiarity with EDP applications and data processing programs; or,

" A Master's Degree in Management, Business Administration, Hospital Administration Management, Public Administration, Accounting or relevant field from an accredited college or university; or,

" A satisfactory combination of education, training and experience.

Years of Experience:

" One year of experience in business, government, hospital, educational institute or non-profit organization in analysis, development and implementation of systems, methods and procedures, management information development and data coordination. Familiarity with EDP applications and data processing programs.

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