Service Desk Analyst

The Service Desk Analyst EDP will serve as front-line, level 1, IT support for the client enterprise, which includes seven hospital networks and the corporate office. Monitor and answer the Service Desk phone, e-mail message queues, and auto-triggered request queues during their assigned tour (I, II or III). Provide support and customer service to users, promote and / or escalate problem, incident, and request action items. Provide real-time Service Desk coverage to meet and exceed service level requirements and end-user expectations.

General Tasks and Responsibilities Will Include:

• 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 and services to users, seeking to resolve as many calls as possible at level 1.
• 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 clients through meeting and exceeding customer expectations, and engendering confidence that requests will be resolved
• Participate in special projects as needed and perform other duties as assigned
• Must be able to work independently as well as work as part of a fast-moving team
• Must be able to work at various locations when necessary along with working various shifts

Education Level:

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

Years of Experience:

• One year of experience in business, government, hospital, educational institute 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.