Service Desk AnalystLevel 1

1 month ago

india Siri InfoSolutions Inc Full time

Service Desk Analyst

New YorkNY

12Months

Job Description:

TheService Desk Analyst EDP will serve as frontline level 1 IT supportfor the enterprise which includes seven hospital networks and thecorporate office. Monitor and answer the Service Desk phone emailmessage queues and autotriggered request queues during theirassigned tour (I II or III). Provide support and customer serviceto users promote and / or escalate problem incident and requestaction items. Provide realtime Service Desk coverage to meet andexceed service level requirements and enduserexpectations.

General Tasks andResponsibilities Will Include:

  • Manage level 1 and 1 1/2 service Incidents/requests fromreport to resolution
  • Provide support andservices to users seeking to resolve as many calls as possible atlevel 1 and 1 1/2
  • Provide customer with asingle point of contact for Service Desk activities for problemsincidents and request items
  • Contribute to thecontinuous process improvement of the Service Desk Area
  • Remain technically knowledgeable and current on allService Desk tools in use in the Data Center such as ServiceNowperformance monitoring tools
  • Receiveprioritize document and actively resolve end user helprequests
  • Triage requests to ensure accuratetransfers and escalation per service level agreements(SLA)
  • Track open tickets and monitor ticketprogress per SLA close ticket items when resolve
  • Follow escalation and paging procedures to ensure SLAsare being met
  • Provide support and services tousers seeking to resolve as many calls as possible at level1
  • Provide support for issues related topassword resets MS Office Windows as well as some issues Providecustomer with a single point of contact for Service Desk activitiesfor problems incidents and request items
  • Provide a positive experience to clients through meetingand exceeding customer expectations and engendering confidence thatrequests will be resolved
  • Participate inspecial projects as needed and perform other duties asassigned
  • Must be able to work independently aswell as work as part of a fastmoving team
  • Mustbe able to work at various locations when necessary along withworking various shifts

Educational Level:

  • Baccalaureate Degree in relevant field from an accreditedcollege or university and
  • One year ofexperience in a business government hospital educationalinstitution or nonprofit organization in analysis development andimplementation of systems methods and procedures managementinformation development and data coordination. Familiarity with EDPapplications and data processing programs; or
  • A Masters Degree in Management Business AdministrationHospital Administration Management Public Administration Accountingor relevant field from an accredited college or university;or
  • A satisfactory combination of educationtraining and experience.

Years of Experience:

  • One year of experience in business governmenthospital educational institute or nonprofit organization inanalysis development and implementation of systems methods andprocedures management information development and datacoordination. Familiarity with EDP applications and data processingprograms

    Service Desk Analyst

    New YorkNY

    12Months

    Job Description:

    TheService Desk Analyst EDP will serve as frontline level 1 IT supportfor the enterprise which includes seven hospital networks and thecorporate office. Monitor and answer the Service Desk phone emailmessage queues and autotriggered request queues during theirassigned tour (I II or III). Provide support and customer serviceto users promote and / or escalate problem incident and requestaction items. Provide realtime Service Desk coverage to meet andexceed service level requirements and enduserexpectations.

    General Tasks andResponsibilities Will Include:

  • Manage level 1 and 1 1/2 service Incidents/requests fromreport to resolution
  • Provide support andservices to users seeking to resolve as many calls as possible atlevel 1 and 1 1/2
  • Provide customer with asingle point of contact for Service Desk activities for problemsincidents and request items
  • Contribute to thecontinuous process improvement of the Service Desk Area
  • Remain technically knowledgeable and current on allService Desk tools in use in the Data Center such as ServiceNowperformance monitoring tools
  • Receiveprioritize document and actively resolve end user helprequests
  • Triage requests to ensure accuratetransfers and escalation per service level agreements(SLA)
  • Track open tickets and monitor ticketprogress per SLA close ticket items when resolve
  • Follow escalation and paging procedures to ensure SLAsare being met
  • Provide support and services tousers seeking to resolve as many calls as possible at level1
  • Provide support for issues related topassword resets MS Office Windows as well as some issues Providecustomer with a single point of contact for Service Desk activitiesfor problems incidents and request items
  • Provide a positive experience to clients through meetingand exceeding customer expectations and engendering confidence thatrequests will be resolved
  • Participate inspecial projects as needed and perform other duties asassigned
  • Must be able to work independently aswell as work as part of a fastmoving team
  • Mustbe able to work at various locations when necessary along withworking various shifts

  • Educational Level:

  • Baccalaureate Degree in relevant field froman accredited college or university and
  • Oneyear of experience in a business government hospital educationalinstitution or nonprofit organization in analysis development andimplementation of systems methods and procedures managementinformation development and data coordination. Familiarity with EDPapplications and data processing programs; or
  • A Masters Degree in Management Business AdministrationHospital Administration Management Public Administration Accountingor relevant field from an accredited college or university;or
  • A satisfactory combination of educationtraining and experience.

  • Years of Experience:

  • One year of experience in business governmenthospital educational institute or nonprofit organization inanalysis development and implementation of systems methods andprocedures management information development and datacoordination. Familiarity with EDP applications and data processingprograms

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