Service Desk Analyst

Job Description:

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:

• Training will be held during the first 4 weeks from start date (Mon to Fri from 9am to 5pm).
• 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 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.