Service Desk Analyst - Level 1 and Level 1.5 service incidents

Service Desk Analyst

Remote

Tasks

• Manage Level 1 and Level 1.5 service incidents and requests from initial report through resolution
• Monitor and respond to Service Desk phone calls, email queues, and auto-triggered request queues
• Provide first-line technical support and customer service to end users across the enterprise
• Troubleshoot and resolve issues related to password resets, Microsoft Office, Windows, and other standard desktop support matters
• Receive, prioritize, document, and actively resolve end-user help requests
• Escalate and route incidents appropriately in accordance with Service Level Agreements (SLAs)
• Track open tickets, monitor ticket progress, and close resolved tickets within SLA guidelines
• Follow escalation and paging procedures to ensure timely resolution of incidents
• Serve as the single point of contact for Service Desk activities, incidents, problems, and requests
• Contribute to continuous process improvement initiatives within the Service Desk
• Maintain technical knowledge of Service Desk tools and technologies, including ServiceNow and performance monitoring tools
• Deliver exceptional customer service while meeting and exceeding user expectations
• Participate in special projects and perform additional duties as assigned
• Work independently and collaboratively within a fast-paced team environment
• Support operations at various locations and across different shifts when required

Mandatory Requirements

• Bachelor''s degree in a relevant field from an accredited college or university and one year of relevant experience; OR
• Master''s degree in Management, Business Administration, Hospital Administration, Public Administration, Accounting, or a related field from an accredited college or university; OR
• Equivalent combination of education, training, and experience
• Minimum one year of experience in a business, government, hospital, educational institution, or non-profit environment involving systems analysis, methods and procedures, management information development, or data coordination
• Familiarity with EDP applications and data processing programs
• Experience providing Level 1 technical support and customer service
• Ability to manage incidents, requests, escalations, and ticket tracking within SLA requirements
• Strong communication, troubleshooting, and organizational skills
• Ability to work independently and as part of a fast-moving team
• Ability to work holidays and flexible shifts as needed
• Must have personal IT equipment including PC/laptop, monitor, headset, and reliable home internet connection

Desired

• Experience using ServiceNow or similar IT Service Management (ITSM) platforms
• Prior experience supporting healthcare or large enterprise environments
• Familiarity with performance monitoring tools and enterprise Service Desk operations
• Experience in a 24/7 Service Desk support environment