Service Desk Analyst - SDA 25-34638

NavitsPartners•New York, NY

5d•Remote

About The Position

The Service Desk Analyst will serve as front-line, Level 1 IT support for a large enterprise environment that includes multiple healthcare networks and a corporate office. This role is responsible for monitoring and responding to service desk phone calls, email queues, and system-generated requests during assigned shifts. The analyst will provide high-quality customer service, resolve incidents and requests when possible, and escalate issues as needed to meet service level agreements (SLAs) and end-user expectations.

Requirements

One of the following is required: Bachelor’s degree in a relevant field from an accredited college or university and at least one year of relevant experience; or Master’s degree in Management, Business Administration, Healthcare Administration, Public Administration, Accounting, or a related field; or A satisfactory combination of education, training, and experience
At least one year of experience in a business, government, healthcare, educational, or non-profit organization involving: Systems analysis, development, or implementation Methods and procedures improvement Management information development and data coordination Familiarity with EDP applications and data processing programs

Responsibilities

Provide Level 1 and Level 1.5 support for service incidents and requests from intake through resolution
Monitor and respond to Service Desk phone calls, email queues, and automated request systems
Serve as the single point of contact for users reporting incidents, problems, or service requests
Resolve as many issues as possible at Level 1 before escalating
Perform user support for: Password resets Microsoft Office applications Windows operating systems Basic application and system issues
Receive, prioritize, document, and actively resolve end-user help requests
Triage issues accurately and escalate per established SLAs
Track and monitor open tickets and ensure timely resolution and closure
Follow defined escalation and paging procedures to ensure SLAs are met
Utilize and remain current on Service Desk tools and performance monitoring platforms (e.g., ServiceNow or similar)
Contribute to continuous process improvement within the Service Desk team
Deliver a positive customer experience by meeting or exceeding user expectations
Participate in special projects and perform additional duties as assigned
Work independently while also contributing effectively within a fast-paced team environment
Maintain flexibility to work various shifts or locations if required