Service Desk Analyst

About the role

We are seeking a Service Desk Analyst who will support our NYS client. This role will provide front-line Level 1 and Level 1.5 IT support for the NYCHHC enterprise, including hospital networks and the corporate office.

Responsibilities

• Manage Level 1 and Level 1.5 service incidents and requests from initial report through resolution.
• Monitor and respond to Service Desk phone calls, email message queues, and auto-triggered request queues during the assigned tour.
• Receive, prioritize, document, triage, and actively resolve end-user help requests.
• Provide support for password resets, Microsoft Office, Windows, and related end-user technology issues.
• Serve as a single point of contact for Service Desk problems, incidents, and request items.
• Resolve as many calls as possible at Level 1 and Level 1.5, and accurately transfer or escalate issues according to SLA requirements.
• Track open tickets, monitor ticket progress, and close ticket items when resolved.
• Follow escalation and paging procedures to ensure service level requirements are met.
• Remain current on Service Desk tools used in the Data Center, including ServiceNow and performance monitoring tools.
• Contribute to continuous process improvement within the Service Desk area.
• Provide a positive client experience by meeting and exceeding customer expectations.
• Participate in special projects as needed and perform other duties as assigned.

Qualifications

• 1+ year of experience in a business, government, hospital, educational institution, or non-profit organization supporting systems, methods and procedures, management information development, or data coordination.
• Familiarity with EDP applications and data processing programs.
• Experience providing Level 1 help desk, service desk, or technical support to end users.
• Ability to monitor, document, prioritize, triage, resolve, transfer, and escalate incidents and service requests in accordance with SLA requirements.
• Experience supporting password resets, Microsoft Office, Windows, and common end-user technology issues.
• Experience with ticketing and Service Desk tools, including ServiceNow or similar platforms.
• Strong customer service, communication, and problem-solving skills.
• Must be able to work independently as well as part of a fast-moving team.
• Must be able to work various shifts, holidays if necessary, and at various locations when required for a 24/7 service desk environment.

Desirable Qualifications

• Experience supporting a healthcare, hospital, public sector, or large enterprise IT environment.
• Experience supporting high-volume Service Desk operations across multiple locations or business units.
• Local to the New York, NY area preferred.
• Experience with process improvement, SLA tracking, escalation procedures, and customer experience improvement.

Benefits

This is an exempt position. Salary commensurate with experience.