job summary:
We are seeking a customer-focused and detail-oriented Service Desk Analyst to serve as front-line, Level 1 IT support across a large healthcare network and corporate offices. In this role, you will be responsible for monitoring and responding to incoming requests across multiple channels including phone, email queues, and automated service portals during your assigned tour.
location: Telecommute
job type: Contract
salary: $26 - 32 per hour
work hours: 9am to 5pm
education: No Degree Required
responsibilities:
This will be a remote day shift schedule (7am to 3pm/8am to 4pm/9am to 5pm/10am to 6pm). Consultant is expected to work holidays if necessary as we are a 24/7 service desk.
Candidate must have their own IT equipment (PC/Monitor or laptop, headset, home internet).
Job Summary: The Service Desk Analyst EDP will serve as front-line, level 1, IT support for the NYCHHC 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.
General Tasks and Responsibilities Will Include:
- Manage level 1 and 1 1/2 service Incidents/requests from report to resolution
- Provide support and services to users, seeking to resolve as many calls as possible at level 1 and 1 1/2
- Provide customer with a single point of contact for Service Desk activities, for problems, incidents and request items
- 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
- 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 shifts
qualifications:
Educational Level:
- Baccalaureate Degree in relevant field from an accredited college or university;and,
- One 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. Familiarity with EDP applications and data processing programs; or,
- A Master's Degree in Management, Business Administration, Hospital Administration Management, Public Administration, Accounting or relevant field from an accredited college or university; or,
- A satisfactory combination of education, training and experience.
Years of Experience:
- One year of experience in business, government, hospital, educational institute or non-profit organization in analysis, development and implementation of systems, methods and procedures, management information development and data coordination. Familiarity with EDP applications and data processing programs.
skills:
Data Center,data processing,MS Office,Windows,performance monitoring tools,message queues,ServiceNow,point of contact,able to work independently,Accounting,Business Administration,management information,continuous process improvement,customer service,Hospital Administration,Public Administration,service level agreements,IT support,Triage,service desk
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).
This posting is open for thirty (30) days.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
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