Service Desk Analyst
Expert Technology Services
Job Summary (List Format):
- Serve as front-line, Level 1 IT support for NYCHHC enterprise, including seven hospital networks and the corporate office.
- Monitor and answer Service Desk phone lines, email message queues, and auto-triggered request queues during assigned shift.
- Provide real-time Service Desk coverage to meet/exceed service level requirements and end-user expectations.
- Manage Level 1 and 1 service incidents/requests from report to resolution.
- Strive to resolve as many calls as possible at Level 1 and 1 support.
- Act as single point of contact for users regarding Service Desk activities, problems, incidents, and requests.
- Receive, prioritize, document, and resolve end-user help requests.
- Triage and escalate requests according to service level agreements (SLAs).
- Track open tickets, monitor progress, and close tickets upon resolution.
- Follow escalation and paging procedures to ensure SLAs are met.
- Provide support for password resets, Microsoft Office, Windows, and related issues.
- Deliver a positive client experience, meeting/exceeding customer expectations.
- Contribute to continuous process improvement within the Service Desk.
- Maintain technical knowledge of Service Desk tools (e.g., ServiceNow, performance monitoring).
- Participate in special projects and other duties as assigned.
- Work independently and as part of a fast-paced team.
- Be available to work holidays, various shifts, and possibly at different locations as necessary.
- Must provide own IT equipment (PC/monitor/laptop, headset, home internet).
Education and Experience Requirements:
- Bachelor's degree in a relevant field OR
- Master's degree in Management, Business Administration, Hospital Administration, Public Administration, Accounting, or relevant field; OR
- A satisfactory combination of education, training, and experience.
- Minimum of one year experience in analysis, development, and implementation of systems/processes, management information development, or data coordination in a business, government, hospital, educational, or non-profit setting.
- Familiarity with EDP (Electronic Data Processing) applications and data processing programs.
- Serve as front-line, Level 1 IT support for NYCHHC enterprise, including seven hospital networks and the corporate office.
- Monitor and answer Service Desk phone lines, email message queues, and auto-triggered request queues during assigned shift.
- Provide real-time Service Desk coverage to meet/exceed service level requirements and end-user expectations.
- Manage Level 1 and 1 service incidents/requests from report to resolution.
- Strive to resolve as many calls as possible at Level 1 and 1 support.
- Act as single point of contact for users regarding Service Desk activities, problems, incidents, and requests.
- Receive, prioritize, document, and resolve end-user help requests.
- Triage and escalate requests according to service level agreements (SLAs).
- Track open tickets, monitor progress, and close tickets upon resolution.
- Follow escalation and paging procedures to ensure SLAs are met.
- Provide support for password resets, Microsoft Office, Windows, and related issues.
- Deliver a positive client experience, meeting/exceeding customer expectations.
- Contribute to continuous process improvement within the Service Desk.
- Maintain technical knowledge of Service Desk tools (e.g., ServiceNow, performance monitoring).
- Participate in special projects and other duties as assigned.
- Work independently and as part of a fast-paced team.
- Be available to work holidays, various shifts, and possibly at different locations as necessary.
- Must provide own IT equipment (PC/monitor/laptop, headset, home internet).
Education and Experience Requirements:
- Bachelor's degree in a relevant field OR
- Master's degree in Management, Business Administration, Hospital Administration, Public Administration, Accounting, or relevant field; OR
- A satisfactory combination of education, training, and experience.
- Minimum of one year experience in analysis, development, and implementation of systems/processes, management information development, or data coordination in a business, government, hospital, educational, or non-profit setting.
- Familiarity with EDP (Electronic Data Processing) applications and data processing programs.
Vacancy posted 1 day ago
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