Job Title: Service Desk Analyst

Duration: 6 months

Location: Brooklyn, NY (100% Remote)

Job Summary:

The Service Desk Analyst EDP will serve as front-line, level 1, IT support for the NYCHHC 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.

Job Types: Full-time, Contract, Temporary

Salary: $25.00 per hour

Schedule:

• 8 hour shift

Education:

• Bachelor's (Preferred)

Experience:

• Service Desk: 2 years (Preferred)
• Ticketing System: 2 years (Preferred)

Work Location: One location

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