Service Desk Analyst

Typing speed of 35+ WPM Required. This will be an 80%remote/20% on-site evening shift schedule (Mon-Fri 4pm to 12am). Consultant is expected to work holidays if necessary as we are a 24/7 service desk. - Receive, prioritize, document and actively resolve end-user help requests - Answer calls of e-mail contacts within the required service level time frame - Triage requests to ensure accurate transfers and escalation, per service level agreements (SLA/OLA) - Track open tickets and monitor ticket progress per SLA/OLA, close ticket items when resolved - Follow escalation and paging procedures to ensure SLAs/OLAs are being met Agents are evaluated via an agent score card which tracks various call centers & service delivery metrics. Job Summary: The Service Desk Analyst EDP will serve as front-line, level 1, IT support for the enterprise, which includes seven hospital networks and the corporate office. Monitor and answer the Service Desk phone, e-mail message queues, and auto-triggered request queues during their assigned tour (I, II or III). Provide support and customer service to users, promote and / or escalate problem, incident, and request action items. Provide real-time Service Desk coverage to meet and exceed service level requirements and end-user expectations. General Tasks and Responsibilities Will Include: • 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 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 Educational Level: • Baccalaureate Degree in relevant field from an accredited college or university;and, • 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; or, • A Master's Degree in Management, Business Administration, Hospital Administration Management, Public Administration, Accounting or relevant field from an accredited college or university; or, • A satisfactory combination of education, training and experience. Years of Experience: • One year of experience in business, government, hospital, educational institute 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.

Created: 2024-11-05