Holiday coverage may be required due to 24/7 service desk operations.
The Service Desk Analyst will provide front-line, Level 1 IT support for a large enterprise environment that includes multiple healthcare networks and a corporate office. This role serves as the primary point of contact for IT issues, requests, and incidents, delivering high-quality customer service while ensuring adherence to service level agreements (SLAs).
The analyst will monitor and respond to service desk phone calls, email queues, and automated ticketing systems, resolving issues where possible and escalating appropriately when necessary.
Provide Level 1 and Level 1.5 support for IT incidents and service requests from intake through resolution
Serve as the single point of contact for end users regarding IT problems, incidents, and service requests
Monitor and manage incoming requests via phone, email, and automated ticketing systems
Perform accurate triage and escalation in accordance with established SLAs and procedures
Support common end-user issues including:
Password resets
Microsoft Office applications
Windows operating system issues
Utilize service desk tools (e.g., ServiceNow and performance monitoring tools) to document, track, and resolve tickets
Track open tickets, monitor progress, and ensure timely closure per SLA requirements
Deliver a positive end-user experience by meeting or exceeding customer expectations
Follow escalation and paging procedures to ensure SLAs are consistently met
Remain current on service desk tools, processes, and technologies
Contribute to continuous process improvement initiatives within the Service Desk
Work independently as well as collaboratively within a fast-paced team environment
Participate in special projects and perform additional duties as assigned
Maintain flexibility to work various shifts or locations if required
Consultant must provide their own IT equipment, including:
PC or laptop
Monitor
Headset
Reliable home internet connection
Bachelor’s degree in a relevant field from an accredited institution; or
Master’s degree in Management, Business Administration, Hospital Administration, Public Administration, Accounting, or a related field; or
A satisfactory combination of education, training, and experience
Minimum of 1 year of experience in a business, government, healthcare, educational, or non-profit environment involving:
Systems analysis or support
Methods and procedures implementation
Management information systems or data coordination
Familiarity with EDP applications and data processing programs
Strong customer service and communication skills
Ability to prioritize and manage multiple tasks effectively
Experience working in a 24/7 service desk or healthcare IT environment
Familiarity with ITSM tools and ticketing systems