Service Desk Analyst

Service Desk Analyst

Job Overview

Location: New York, New York (Remote option available)

Employment Type: W2, 1099, Full-Time

Candidate Pay Rate: $23

Experience: 1+ year

About the Role

• The Service Desk Analyst EDP will serve as front-line, level 1, IT support for the NYCHHC enterprise, which includes seven hospital networks and the corporate office.
• The ideal candidate will provide support and customer service to users, promote and/or escalate problem, incident, and request action items.
• The role involves working independently as well as part of a fast-moving team, with a remote day shift schedule (7am to 3pm/8am to 4pm/9am to 5pm/10am to 6pm).

Responsibilities

• 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 for issues related to password resets, MS Office, Windows
• Participate in special projects as needed and perform other duties as assigned

Required Qualifications

• Baccalaureate Degree in relevant field from an accredited college or university
• 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
• Own IT equipment (PC/Monitor or laptop, headset, home internet)

Preferred Qualifications

• Master's Degree in Management, Business Administration, Hospital Administration Management, Public Administration, Accounting or relevant field from an accredited college or university
• Satisfactory combination of education, training and experience

Required Skills & Technologies

Primary Skills

• IT Support
• Service Desk
• ServiceNow
• MS Office
• Windows
• Password Reset
• EDP Applications

How to Apply

To apply for this exciting opportunity, please contact:

Recruiter Contact: [email protected]

Phone: 8484806308

1. Update Your Resume: Please add any missing skills or certifications that align with the role.
2. Apply Online: Click the "Apply" button at the end of the job description and complete the required details.
3. Submit Supporting Documents: Upload a photo ID. If you are not a U.S. citizen or Green Card holder (GC-EAD), please include your work authorization details.
4. Confirmation: Once submitted, reply to this email to let me know. I'll review your updated materials and, if there's a match, schedule a video interview to discuss further.

We appreciate your time and interest in this opportunity. Our team will review your application carefully and respond promptly.