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Service Desk Analyst (Wkdy Mon-Fri 4pm-12am)

Company: Kforce Technology
Location: New York
Posted on: May 28, 2023

Job Description:

Kforce has a client that is seeking a Service Desk Analyst in New York, NY. The schedule is Weekdays Monday-Friday 4pm-12am. Overview: The Service Desk Analyst EDP will serve as front-line, level 1, IT support which includes seven hospital networks and the corporate office. The candidate will monitor and answer the Service Desk phone, e-mail message queues, and auto-triggered request queues during their assigned tour (I, II or III). The Analyst will provide support and customer service to users, promote and/or escalate problem, incident, and request action items. They will provide real-time Service Desk coverage to meet and exceed service level requirements and end-user expectations. General Tasks:

  • 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

Keywords: Kforce Technology, New York , Service Desk Analyst (Wkdy Mon-Fri 4pm-12am), Professions , New York, New York

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