Service Desk Analyst

Overview 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. 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 elevate problem, incident, and request action items. Provide real‑time Service Desk coverage to meet and exceed service level requirements and end‑user expectations. Responsibilities Monitor and answer the Service Desk phone, e‑mail message queues, and auto‑triggered request queues during assigned tour (I, II or III). Provide support and customer service to users, promote and/or elevate problem, incident, and request action items. Provide real‑time Service Desk coverage to meet and exceed service level requirements and end‑user expectations. Contribute to 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 resolved. 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, and other issues. Provide customers 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. Skills Help desk Troubleshooting Customer service Phone support #J-18808-Ljbffr