41 applicants

Company

Original Job Post

NYC Health + Hospitals · 2 days ago

Senior Service Desk Analyst

New York, NY

Full-time

Hybrid

Mid Level

$57K/yr - $57K/yr

2+ years exp

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Responsibilities

Manage level 1 and above service requests and incidents from report to resolution

Receive, prioritize, document, and actively resolve end user help requests and incidents

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 users, seeking to resolve as many tickets as possible at level 1 and 2

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 users through meeting and exceeding customer expectations, and engendering confidence that tickets will be resolved

Provide support for issues related outages, attend bridges, create timelines and identify recurring issues

Individual will be responsible to monitor and answer the Service Desk phone, e-mail message queues, and auto-triggered request queues during their assigned tour (1, II or 111) while handling Incidents and requests that the Service Desk Analyst Support Group is unable to resolve.

Supervise and monitor staff

Monitor daily quality in tickets and calls for assigned tour

Will provide real-time Service Desk coverage to meet and exceed service level requirements, and end-user expectations.

May interact with network services, software systems engineering, and/or applications development to restore service and/or identify a problem and Escalates and monitors until resolution more complex problems to Service Desk Manager and Senior Level 3 Support.

Required to achieve and maintain a high level of technical skill in a specified field of expertise

Reports to the tour Service Desk Manager.

This role is approximately 80% remote and up to 20% on-site.

The selected candidate must be able to come into the office to perform required work within 48 hours.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

SubsystemsEDP ApplicationsData Processing ProgramsBusiness AdministrationITIL foundationService desk managementIncident trackingMulti-platform processingIT supportIntegrated processesProblem solving business acumenAnalyticalSelf-motivatedTeam playerCustomer satisfactionBilingual

Required

A Baccalaureate Degree in a relevant field from an accredited college or university; and

Two years of experience in business, government, hospital, educational or a non-profit organization in analysis, development and implementation of systems and subsystems. Familiarity with EDP applications and data processing programs; or,

A Masters Degree in Management, Business Administration or approved related fields from an accredited college or university may be equated to a maximum of one year of related experience; or,

A satisfactory combination of education, training, and experience.