Job description

Service Desk Analyst
BELLEVUE HOSPITAL CENTER

6+ Months CTH

Justification:

Transition of CareTech with H+H

Principal Duties:

Consultant is expected to work holidays if necessary as we are a 24/7 service desk. Schedule will be night shift.

- 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

- Create/run daily trend reports on spikes with call/ticket volume and agents’ performance

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

Minimum Qualifications:

The Senior Service Desk Analyst, serve as a front-line, level 1, IT support for the NYCHHC enterprise, 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 shifts

Educational Level:

• A Bachelor’s Degree from an accredited college or university in a relevant field and,

• A minimum of three years of experience in business, government, hospital,

educational institution or a non-profit organization in the development, analysis and

implementation of systems and subsystems, manual and computer applications, with

one year in a supervisory capacity; and,

• Knowledge of computer systems, familiarity of input data for machine operations

data processing programs and EDP equipment and systems applications

Years of Experience:

• A minimum of three years of experience in business, government, hospital, educational institution or a non-profit organization in the development, analysis and implementation of systems and subsystems, manual and computer applications, with one year in a supervisory capacity.

Job Type: Contract

Pay: $20.00 - $28.00 per hour

Experience level:

• 2 years

Schedule:

• 8 hour shift

Experience:

• Help desk: 3 years (Preferred)
• Windows: 3 years (Preferred)

Work Location: Remote

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