Service Desk Analyst (Weekend Night Shift)

Job Description:

Below is the Job Description for your reference:

Title: Service Desk Analyst

Location: BELLEVUE HOSPITAL CENTER New York, NY 10016. (Remote)

6+ Months C2H

It is a weekend shift which includes Sat, Sun and Mon

PRINCIPAL DUTIES AND RESPONSIBILITIES
Manage level 1,2 service Incidents from report to resolution.
Provide support and services seeking to resolve as many IT needs as possible at level 1,2.
Contribute to the continuous process improvement of the IT Patient Support
Remain technically knowledgeable and current on all IT technology.

QUALIFICATIONS / EXPERIENCE/ DEPARTMENTAL
Manage level 1,2 IT Patient Incident/service requests from report to resolution:
Receive, prioritize, document and actively resolve end user help requests
Triage requests and incidents 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 patients, seeking to resolve as many calls as possible at level 1,2:
Provide support for issues related to Epic MyChart password resets.
Provide Patients with a single point of contact for IT needs.

Provide a positive experience to the patients through meeting and exceeding Patient 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

CORPORATE REQUIREMENTS
An Associate Degree in a relevant field from an accredited college or university or High School diplomat; and, or
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.