Juniorr EITS Service Desk Analyst
About The Position
NYC Health + Hospitals is the largest public health care system in the United States. We provide essential outpatient, inpatient and home-based services to more than one million New Yorkers every year across the city's five boroughs. Our large health system consists of ambulatory centers, acute care centers, post-acute care/long-term care, rehabilitation programs, Home Care, and Correctional Health Services. Our diverse workforce is uniquely focused on empowering New Yorkers. At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons. Purpose of Functional Assignment: Under supervision, provides Level 1 support for NYC Health + Hospitals. Focuses on delivering timely and effective assistance to end-users emphasizing developing strong communication, problem-solving, and customer service skills, while gaining foundational knowledge of IT best practices within a healthcare setting. Monitors and answers phone calls, live chat interactions, email messages, service portal support, and auto-triggered request queues during their assigned tour (I, II or III). Provides real-time Service Desk coverage to meet service level requirements and exceed end-user expectations.
Requirements
- Bachelor's degree from an accredited college or university in Industrial Engineering, Systems, Industrial Management, Business Administration or related disciplines; or,
- Two years of technical training or education beyond the High School level, with a minimum of two years of full-time, paid experience in the field of industrial engineering, systems analysis, methods and procedures, work simplification, cost reductions, Electronic Data Processing (EDP) data processing applications, forms designs and control; or,
- A satisfactory combination of the above.
- Understanding of ServiceNow.
- Understanding of remote desktop tools (Bomgar).
- Basic Hardware and Software Troubleshooting.
- Customer service skills and strong documentation skills
Nice To Haves
- A minimum of High School diploma or educational equivalent and four (4) years of service desk or technical support experience.
Responsibilities
- Assists in receiving, prioritizing, documenting, and resolving Level 1 Interactions, Incidents, Service Requests (Tasks/Catalogs), and Work Order tickets under guidance.
- Maintains detailed and standardized documentation within all tickets to enable seamless collaboration and knowledge transfer across the team.
- Provides Level 1 support to end-users, striving to resolve issues at the first point of contact with mentorship from senior team members.
- Serves as a single point of contact for users regarding Service Desk activities, including Interactions, Incidents, Service Requests (Tasks / Catalogs), and Work Orders.
- Triages, tracks, and monitors tickets, ensuring accurate transfers and escalations, adhering to Service Level Agreements (SLAs).
- Assists in providing support for application-related issues and requests.
- Contributes in providing a positive customer experience by meeting expectations and building trust in resolution processes.
- Contributes to the ongoing improvement of the Service Desk processes and procedures.
- Develops and maintain technical knowledge on all IT technologies.
- Performs duties that may be primarily remote, and may need to report to the office with a 48-hour notice for operational needs, and/or training purposes. Works flexibly across various locations and shifts as required by operational needs.
- Participates in special projects as assigned and perform other duties as required.
Benefits
- Comprehensive Health Benefits for employees hired to work 20+ hrs. per week
- Retirement Savings and Pension Plans
- Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts
- Loan Forgiveness Programs for eligible employees
- College tuition discounts and professional development opportunities
- College Savings Program
- Union Benefits for eligible titles
- Multiple employee discounts programs
- Commuter Benefits Programs
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Number of Employees
101-250 employees
