NavitsPartners
Service Desk Analyst - SDA24-13021
NavitsPartners, New York, New York, us, 10261
Job Title:
Service Desk AnalystDuration:
6 monthsLocation:
Remote (80%), Onsite (20%) in NYC, New YorkPrincipal Duties:Work Schedule:
This role will follow a day shift schedule (7 am to 3 pm, 8 am to 4 pm, 9 am to 5 pm, or 10 am to 6 pm) with 80% remote work and 20% on-site work. The consultant is expected to work holidays if necessary, as this is a 24/7 service desk operation.Equipment Requirements:
Candidates must have their own IT equipment (PC/Monitor or laptop, headset, and home internet).Job Summary:
The Service Desk Analyst will serve as front-line, Level 1 IT support for the enterprise, which includes seven hospital networks and the corporate office. The role involves monitoring and responding to Service Desk phone calls, email message queues, and auto-triggered request queues during assigned shifts. The analyst will provide support and customer service to users, promote and/or escalate problem, incident, and request action items, and ensure real-time Service Desk coverage to meet and exceed service level requirements and end-user expectations.General Tasks and Responsibilities:Manage Level 1 and 1.5 service incidents/requests from report to resolution.Provide support and services to users, resolving as many calls as possible at Level 1 and 1.5.Act as a single point of contact for Service Desk activities, including problems, incidents, and request items.Contribute to continuous process improvement within the Service Desk area.Stay technically knowledgeable and current on all Service Desk tools in use, such as ServiceNow and 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, closing ticket items when resolved.Follow escalation and paging procedures to ensure SLAs are met.Provide support for issues related to password resets, MS Office, Windows, and related concerns.Ensure a positive client experience by meeting and exceeding customer expectations, instilling confidence in request resolution.Participate in special projects as needed and perform other duties as assigned.Work independently and as part of a fast-moving team.Be available to work at various locations and shifts as necessary.Educational Requirements:Baccalaureate Degree:
In a relevant field from an accredited college or university.Experience:
One year of experience in business, government, hospital, educational institution, or non-profit organization in the analysis, development, and implementation of systems, methods, procedures, management information development, and data coordination. Familiarity with EDP applications and data processing programs is required.Master's Degree:
In Management, Business Administration, Hospital Administration Management, Public Administration, Accounting, or a relevant field from an accredited college or university; or,Equivalent Experience:
A satisfactory combination of education, training, and experience may be considered.Years of Experience:One year of relevant experience in business, government, hospital, educational institutions, or non-profit organizations in the analysis, development, and implementation of systems, methods, procedures, management information development, and data coordination. Familiarity with EDP applications and data processing programs is necessary.
Service Desk AnalystDuration:
6 monthsLocation:
Remote (80%), Onsite (20%) in NYC, New YorkPrincipal Duties:Work Schedule:
This role will follow a day shift schedule (7 am to 3 pm, 8 am to 4 pm, 9 am to 5 pm, or 10 am to 6 pm) with 80% remote work and 20% on-site work. The consultant is expected to work holidays if necessary, as this is a 24/7 service desk operation.Equipment Requirements:
Candidates must have their own IT equipment (PC/Monitor or laptop, headset, and home internet).Job Summary:
The Service Desk Analyst will serve as front-line, Level 1 IT support for the enterprise, which includes seven hospital networks and the corporate office. The role involves monitoring and responding to Service Desk phone calls, email message queues, and auto-triggered request queues during assigned shifts. The analyst will provide support and customer service to users, promote and/or escalate problem, incident, and request action items, and ensure real-time Service Desk coverage to meet and exceed service level requirements and end-user expectations.General Tasks and Responsibilities:Manage Level 1 and 1.5 service incidents/requests from report to resolution.Provide support and services to users, resolving as many calls as possible at Level 1 and 1.5.Act as a single point of contact for Service Desk activities, including problems, incidents, and request items.Contribute to continuous process improvement within the Service Desk area.Stay technically knowledgeable and current on all Service Desk tools in use, such as ServiceNow and 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, closing ticket items when resolved.Follow escalation and paging procedures to ensure SLAs are met.Provide support for issues related to password resets, MS Office, Windows, and related concerns.Ensure a positive client experience by meeting and exceeding customer expectations, instilling confidence in request resolution.Participate in special projects as needed and perform other duties as assigned.Work independently and as part of a fast-moving team.Be available to work at various locations and shifts as necessary.Educational Requirements:Baccalaureate Degree:
In a relevant field from an accredited college or university.Experience:
One year of experience in business, government, hospital, educational institution, or non-profit organization in the analysis, development, and implementation of systems, methods, procedures, management information development, and data coordination. Familiarity with EDP applications and data processing programs is required.Master's Degree:
In Management, Business Administration, Hospital Administration Management, Public Administration, Accounting, or a relevant field from an accredited college or university; or,Equivalent Experience:
A satisfactory combination of education, training, and experience may be considered.Years of Experience:One year of relevant experience in business, government, hospital, educational institutions, or non-profit organizations in the analysis, development, and implementation of systems, methods, procedures, management information development, and data coordination. Familiarity with EDP applications and data processing programs is necessary.