Service Desk Analyst

Typing speed of 35+ WPM Required.



This will be an 80%remote/20% on-site evening shift schedule (Mon-Fri 4pm to 12am). Consultant is expected to work holidays if necessary as we are a 24/7 service desk.



- Receive, prioritize, document and actively resolve end-user help requests

- Answer calls of e-mail contacts within the required service level time frame

- Triage requests to ensure accurate transfers and escalation, per service level agreements (SLA/OLA)

- Track open tickets and monitor ticket progress per SLA/OLA, close ticket items when resolved

- Follow escalation and paging procedures to ensure SLAs/OLAs are being met



Agents are evaluated via an agent score card which tracks various call centers & service delivery metrics.


Job Summary: The Service Desk Analyst EDP 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.

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

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.