Service Desk Analyst

TEKsystems; New York (NY); On-site; USD 45,000 - 65,000; Full time

Job summary

TEKsystems is looking for a Service Desk Analyst in New York, NY. This role serves as the first point of contact for IT support, handling requests from users in a corporate environment and multiple hospital networks.

The ideal candidate will have strong troubleshooting skills, a customer-centric approach, and the ability to manage multiple support requests effectively. Responsibilities include providing coverage to meet service level expectations and improving service desk processes.

Qualifications

• Experience in providing IT support, preferably in a help desk environment.
• Ability to troubleshoot common IT issues, including password resets and software problems.
• Strong customer service skills to ensure user satisfaction.

Responsibilities

• Monitor and answer the Service Desk phone and email queues.
• Provide support and customer service to users.
• Resolve end-user help requests and track ticket progress.
• Contribute to process improvement of Service Desk operations.

Skills

Help desk

Troubleshooting

Customer service

Phone support

Job description

Overview

The Service Desk Analyst 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 elevate problem, incident, and request action items. Provide real‑time Service Desk coverage to meet and exceed service level requirements and end‑user expectations.

Responsibilities

• Monitor and answer the Service Desk phone, e‑mail message queues, and auto‑triggered request queues during assigned tour (I, II or III).
• Provide support and customer service to users, promote and/or elevate problem, incident, and request action items.
• Provide real‑time Service Desk coverage to meet and exceed service level requirements and end‑user expectations.
• Contribute to 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 resolved.
• 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, and other issues.
• Provide customers 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.

Skills

• Help desk
• Troubleshooting
• Customer service
• Phone support