Nuvance Health ยท 4 weeks ago
Service Desk Analyst I
Danbury, CT
Full-time
Onsite
New Grad, Entry Level
$20.86/hr - $38.73/hr
0+ years expNuvance Health is a healthcare organization that fosters an inclusive culture for its employees. The IT Service Desk Analyst I provides first-level customer support to users, manages service incidents, and escalates issues as necessary while ensuring compliance with security policies.
Health CareHospitalMedical
Responsibilities
Manage the Service Desk queue in a professional and consistent manner that ensures user incidents, requests and queries are dealt with efficiently
Be available to answer incoming calls for assistance and efficiently resolve issues
Use make-busy codes to correctly designate unavailable time
Complete or escalate all assigned workload by end of each shift (includes: Unassigned service incidents, unassigned service requests and unassigned service tasks)
Maintain a high level of customer awareness and focus by communicating regularly with other Service Desk team members and IT teams
Accurately enter all calls into the ITSM ticketing system and correctly assign/re-assign Service Requests and Incidents entered through Customer Self-Service or via email
Escalate to appropriate resource if unable to resolve; understand what resources are available
Work closely with other team members to share information and develop solutions
Knowledge Base Management (Update/Create 2 articles per month)
Keep up to date on new Nuvance Health applications and technology and be able to troubleshoot associated problems
Maintain in depth knowledge of support
Fulfill all compliance responsibilities related to the position
Maintain and Model Nuvance Health Values
Demonstrates regular, reliable and predictable attendance
Performs other duties as required
Qualification
Required
Requires high school diploma or equivalent
Possess a high level of customer service skill. 6+ months' experience in a customer service position; previous help desk experience is highly desirable
Excellent interpersonal skills, communication skills, positive attitude, and the ability to interface with team members and contribute to team productivity
Ability to provide technical support over the phone; excellent phone skills, professional demeanor
Well-developed problem solving skills; able to develop creative solutions to resolve difficult or unusual problems
Ability to adjust to constantly changing priorities; be able to multitask and prioritize tasks during peak periods and remain productive during slow periods; exercise patience and professionalism during stressful situations
Ability to work responsibly with or without direct supervision
Working knowledge of Windows 10/Windows 7 operating systems and Microsoft applications (Including Office and Outlook/Exchange, Office365)
Meets all legal hiring criteria and must be able to provide at least two employment references
Preferred
Formal classes in computer science, Microsoft products, or Customer Service are highly desirable but not required
ITIL or ITSM education preferred
CompTIA A+ Certification or higher preferred
Company
Nuvance Health
Nuvance Health operates hospitals, medical practices, and care centers for health care and medical services.
10001+ employees
H1B Sponsorship
Nuvance Health has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (1)
Funding
Current Stage
Late StageTotal Funding
unknown2025-05-06Acquired
Leadership Team
John M. Murphy
President & Chief Executive Officer
D
Deborah August
Pathologist
Recent News
Fierce Healthcare
2025-11-19
Crain's New York Business
2025-10-15
Company data provided by crunchbase