Service Desk Analyst

Service Desk Analyst

Location: New York-NY 10016

Duration: 06+ Months (Contract to Hire)

Manage level 1 and 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 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