Service Desk Analyst

Job DescriptionJob DescriptionJob Title:Service Desk AnalystJob Location:New York, NYDuration:Full-timeShift Schedule:Remote day shift schedule (7am to 3pm/8am to 4pm/9am to 5pm/10am to 6pm). Consultant is expected to work holidays if necessary as we are a 24/7 service desk.Summary: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. The role involves monitoring and answering the Service Desk phone, e-mail message queues, and auto-triggered request queues during assigned tours. The analyst will provide support and customer service to users, promote and escalate problem, incident, and request action items, and ensure real-time Service Desk coverage to meet and exceed service level requirements and end-user expectations.Responsibilities: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 customers with a single point of contact for Service Desk activities, 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, closing ticket items when resolved.Follow escalation and paging procedures to ensure SLAs are being met.Provide support for issues related to password resets, MS Office, Windows, and other technical issues.Provide a positive experience to clients by 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 part of a fast-moving team.Must be able to work at various locations when necessary along with working various shifts.Required Skills:Baccalaureate Degree in a relevant field from an accredited college or university.One year of experience in a business, government, hospital, educational institution, or non-profit 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.A Master's Degree in Management, Business Administration, Hospital Administration Management, Public Administration, Accounting, or a relevant field from an accredited college or university is preferred.A satisfactory combination of education, training, and experience may be considered.