Senior EITS Service Desk Analyst

Marketing Statement NYC Health + Hospitals is the largest public health care system in the United States. We provide essential outpatient, inpatient and home-based services to more than one million New Yorkers every year across the city’s five boroughs. Our large health system consists of ambulatory centers, acute care centers, post-acute care/long-term care, rehabilitation programs, Home Care, and Correctional Health Services. Our diverse workforce is uniquely focused on empowering New Yorkers. At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons. Duties & Responsibilities Purpose of Functional Assignment: Provides Level 1, 2, and 3 IT support for NYC Health + Hospitals. Monitors and answers phone calls, Live Chat interactions, e-mail messages, service portal support, and auto-triggered request queues during their assigned tour (I, II, or III). Focuses on delivering timely and effective assistance to end-users, emphasizing strong communication, problem-solving, and customer service skills, while applying knowledge of best IT practices within a healthcare IT setting. Provides real-time Service Desk coverage to meet service level requirements and exceeds end-user expectations. In addition, proactively monitors and expertly responds to a diverse range of technical issues, with an emphasis on escalated urgent matters. Provides comprehensive technical guidance and direction to direct reports, ensuring accurate documentation and timely escalations of Incidents, Service Requests, and Work Orders to maintain optimal service levels. Examples Of Typical Tasks Manages the full lifecycle of Level 1, 2 and 3 IT tickets, including Incidents, Service Requests, Tasks / Catalogs, and Work Orders, from initial report to final resolution. Provides comprehensive end-user support leveraging deep technical expertise to resolve a maximum number of tickets at Levels 1, 2 and 3. Oversees open tickets triage, prioritization, and escalation processes ensuring adherence to Service Level Agreements (SLAs). Supervises and monitors the performance of Service Desk staff, reporting directly to the tour Service Desk Manager. Monitors daily quality metrics for tickets and calls handled during the assigned tour. Provides real-time Service Desk coverage to consistently meet and surpass service level requirements and end-user expectations. Provides support for outage-related issues; initiates and/or participates in support bridge calls, establishing timelines, and identifying recurring problems. Collaborates with cross-functional support teams to restore service and/or identify underlying problems, escalating and monitoring complex issues until resolution. Maintains high level technical knowledge on all IT technologies. Performs duties that may be primarily remote, and may need to report to the office with a 48-hour notice for operational needs, and/or training purposes. Works flexibly across various locations and shifts as required by operational needs. Performs other related duties as assigned. Minimum Qualifications Assignment Qualification Requirements: Master’s degree from an accredited college or university in Management, Business Administration, Hospital Administration Management, Public Administration, Accounting, or related discipline, and one (1) year of experience in business, government, hospital, educational or a non-profit organization in analysis, development and implementation of systems and subsystems; or, Bachelor’s degree from an accredited college or university; and two (2) years of experience as described in (1) above; or, A satisfactory combination of education, training, and experience. Assignment Qualification Preferences A minimum of Associate’s degree in Information Technology or a closely related discipline, and four (4) years of service desk or technical support experience; or, Bachelor’s Degree in Information Technology or a closely related discipline, and two (2) year of service desk or technical support experience. Required Knowledge Areas, Skills, Abilities, And Other Qualifications Understanding of ServiceNow. Understanding of remote desktop tools (Bomgar). Basic Network Troubleshooting. Hardware and Software Troubleshooting. Customer Service and strong documentation skills. ITIL foundation certified/understands ITIL Service Desk “Best Practices”. Experience managing Service Desk queues in a diverse environment including phone, web, and agent alert ticket initiation. Knowledge of multi-platform processing and tools used for incident tracking and trending. Experience providing IT support in hospital environment. Experience with integrated Service Desk processes to support integrated Monitoring and Service Desk. Strong business acumen, analytical, problem solving. A self-motivated team player who can work independently and in a stressful environment. Equipment/Machines And Software Operated General office equipment (e.g., computer, scanner, printer, phones). #J-18808-Ljbffr NYC Health + Hospitals