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Below is the Job Description for your reference:
Job Title: Service Desk Analyst
Location: New York 10016
Contract Duration: 6+ Months
Job Summary:
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
- 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
