Sr. Service Desk Analyst

Senior Service Desk Analyst

3 months possible extension(Convert to FTE)

REMOTE

Principal Duties:
SUMMARY OF ESSENTIAL DUTIES AND RESPONSIBILITIES:
Serves as a subject matter expert by maintaining high-level technical knowledge across all IT technologies. Owns the lifecycle of articles within the ServiceNow Knowledge Platform, focusing on creating, editing, and governing content to support self-service, ITIL processes, and AI-driven workflows (Now Assist). Defines and enforces standards for knowledge article creation including templates, taxonomy, and metadata tagging while maintaining MediaWiki to ensure knowledge is up to date and usable for both Service Desk staff and the end-user community
Manages the Article Quality Index (AQI), structures metadata, and ensures content accuracy. Writes, edits, and reviews technical documentation to ensure articles are accurate, actionable, and formatted correctly for search and AI. Maintains the Knowledge Base (KB) by ensuring no articles remain in draft, handling retired articles, and reviewing user feedback or flags for improvements
Monitors KB analytics to identify gaps, track article effectiveness, and analyze search success and deflection rates. Leverages AI tools such as Gemini and NotebookLM to synthesize complex technical data and close knowledge gaps through proactive content creation
Provides comprehensive Level 1, 2, and 3 IT support, leveraging deep technical expertise to resolve a maximum number of tickets across all tiers. Oversees the full lifecycle of Incidents, Service Requests, Tasks/Catalogs, and Work Orders from initial report to final resolution
Oversees ticket triage, prioritization, and escalation processes to ensure strict adherence to Service Level Agreements (SLAs). Provides real-time Service Desk coverage via phone, Live Chat, e-mail, and service portal to consistently meet and surpass service level requirements
Partners with subject matter experts (SMEs) and stakeholders to facilitate knowledge exchange. Provides comprehensive technical guidance and direction to the team, ensuring accurate documentation of tickets and service requests to maintain optimal service levels
Performs duties that may be primarily remote but maintains the requirement to report to the office with a 48-hour notice for operational needs or training purposes. Works flexibly across various locations and shifts as required by operational needs
Performs other related duties as assigned

Educational Level:
Master s degree from an accredited college or university in Management, Business Administration, Hospital Administration Management, Public Administration, Accounting, or related discipline, or,
Bachelor s degree from an accredited college or university, and one (1) 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; or,
A satisfactory combination of education, training and experience
A minimum of Associate s degree in Information Technology or a closely related discipline, and three (3) years of service desk, knowledge base management, or technical support experience; or,
Bachelor s degree in Information Technology or a closely related discipline, and one (1) year of service desk, knowledge base management, or technical support experience
Knowledge, Skills, Abilities and other Requirements:
Knowledge of ServiceNow Knowledge Management modules, including Knowledge Base (KB) structure, user criteria, workflows, and Article Quality Index (AQI) surveys
Excellent skills in translating complex technical information into clear, concise, and actionable articles for both staff and end-users
Proficiency in MediaWiki and SharePoint / SharePlus for creating agile, collaborative technical documentation, internal runbooks, and document lifecycle management
Experience using Gemini and NotebookLM for knowledge synthesis; advanced proficiency in Microsoft Excel and the Office Suite for tracking performance analytics, incident trending, and search deflection rates
Advanced hardware and software troubleshooting skills, including basic network troubleshooting
Proficiency in Cisco WebEx for remote collaboration and Bomgar for remote desktop support
ITIL Foundation certified or a strong understanding of ITIL Service Desk "Best Practices"
Experience providing IT support within a hospital or healthcare environment
Experience managing diverse Service Desk queues including phone, web, e-mail, Live Chat, and agent alert ticket initiation
A self-motivated team player capable of working independently and maintaining high customer service standards in a stressful, high-pressure environment
Years of Experience:
2 - 4 years of experience in a service desk or technical support role
Minimum of 2+ years of specific Knowledge Base management experience

Minimum Qualifications:
Job Summary: The Senior Service Desk Analyst, serve as a front-line, level 1, IT support, which includes seven hospital networks and the corporate office, correctional health. Individual will be responsible to monitor and answer the Service Desk phone, e-mail message queues, and auto-triggered request queues during their assigned tour (1, II or 111) while handling Incidents that the Service Desk Analyst Support Group is unable to resolve. The Senior Service Desk Analyst will provide support and customer service to users, promote and I or escalate problem, incident, and request action items.
In addition, the Sr. Service Desk Analyst will provide real-time Service Desk coverage to meet and exceed service level requirements, and end-user expectations. The Sr. Service Desk Analyst may interact with network services, software systems engineering, and/or applications development to restore service and/or identify a problem and Escalates and monitors until resolution more complex problems to Service Desk Manager and Senior Level 3 Support. The Sr. Service Desk Analyst would be required to achieve and maintain a high level of technical skill in a specified field of expertise, Reports to the tour Consolidated IT Service Desk Manager.

General Tasks and Responsibilities Will Include:
Responsible for troubleshooting for all WCG related network devices including desktop, peripheral and wireless devices on both Windows and iOS platforms. Providing direct or remote troubleshooting of end-user desktop, equipment, application, device communication and connectivity issues in a timely fashion.
Technical understanding of Active Directory, DNS and TCP/IP protocols.
Responsible for helping image creation/modification (SCCM)
Responsible software implementation and help modifications, testing, creation of support documentation, deployment and providing deployment statistics to stakeholders.
Will regularly perform software upgrades and configuration enhancements as per Workplace Computing standard operation procedures
Responsible for maintaining ticket status and resolution information in H+H ticketing system/database.
Participation in rollouts of new software and hardware to ensure consistency in H+H technical and business standards
Will regularly manage multiple troubleshooting tasks simultaneously while maintaining the quality of results
Support all hardware and software Add, Change, Move, Install, Imaging, Upgrade of desktops, printers, scanners, devices, and equipment and ensure optimal performance of the end-user workstations
Minimizes client service interruptions through early identification and resolution of problems. Analyzes monitoring and maintenance data and implements changes as required to achieve optimum performance.
Extensive interfacing, collaboration, and coordination of efforts with vendors and other service lines within the corporation also escalate if need be
Performs system analysis of workstations systems to research and remediate issues
Good written and verbal communication skills
Performs other duties as assigned/required
Participate in WCG internal initiatives
Perform and maintain hardware and software inventor based on H+H policies
Obtain extensive knowledge in current systems and methodologies used by the WCG team
o Microsoft Technology
o Active Directory and Group Policy
o EPO (McAfee) Endpoint Protection
o System Center Configuration Manager (SCCM)
o LRS VPSX Enterprise | LRS Output and Print Management

Knowledgeable In:
ITIL foundation certified/understands ITIL Service Desk "Best Practices"
Experience managing Service Desk queues in a diverse environment including phone, web, and agent alert ticket initiation
Experience providing support for applications and infrastructure(email, MS Office, Windows, desktops)
Knowledge of multi-platform processing and tools used for incident tracking and trending
Experience providing IT support in hospital environment
Experience with integrated Service Desk processes to support integrated Monitoring and Service Desk.
Demonstrated commitment to quality client support and customer satisfaction.
Strong business acumen, analytical, problem solving.
A self-motivated team player who is able to work independently and in a stressful environment
Bilingual or multi-lingual
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 shift

Thanks & Regards,

Tina Kasa

Lead Recruiter

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