Service Desk AnalystLevel 1

Service Desk Analyst

New York NY

12 Months

Job Description:

The Service Desk Analyst EDP will serve as frontline level 1 IT support for the enterprise which includes seven hospital networks and the corporate office. Monitor and answer the Service Desk phone email message queues and autotriggered 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 realtime Service Desk coverage to meet and exceed service level requirements and enduser 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 fastmoving 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 nonprofit 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 Masters 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 nonprofit 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

  Service Desk Analyst

  New York NY

  12 Months

  Job Description:

  The Service Desk Analyst EDP will serve as frontline level 1 IT support for the enterprise which includes seven hospital networks and the corporate office. Monitor and answer the Service Desk phone email message queues and autotriggered 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 realtime Service Desk coverage to meet and exceed service level requirements and enduser 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 fastmoving 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 nonprofit 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 Masters 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 nonprofit 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