Service Desk Analyst

TEKsystems•New York, NY

1d•$25 - $30•Hybrid

About The Position

The Service Desk Analyst will serve as front-line, level 1, IT support for the 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.

Requirements

Help desk
Troubleshooting
Customer service
Phone support
Office 365
active directory
printers
windows 11
Servicenow

Responsibilities

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