Service Desk Analyst
Posted on :
09-12-2022
Employer Active
1 Vacancy
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Job Description
Req ID : 1791488
Principal Duties:
This will be a 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.
- 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
- Create/run daily trend reports on spikes with call/ticket volume and agents performance
Agents are evaluated via an agent score card which tracks various call centers & service delivery metrics.
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
Requirements
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 Masters 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.
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.
Employment Type
Full Time
Key Skills
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