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Service Desk Analyst

Service Desk Analyst

Integrated ResourcesNew York, NY, United States
30+ days ago
Job type
  • Full-time
Job description

Job Title : Service desk Analyst

Location : Fully Remote (Must have own equipment)

Duartion : 3 months (with FTE conversion potential

Schedule Options : 7am-3pm | 8am-4pm | 9am-5pm | 10am-6pm (Must work holidays as needed)

Typing speed test required for 35+ WPM

Job Description

Provide front-line Level 1 / 1.5 IT support for seven-hospital network and corporate office. Deliver exceptional technical support through phone, email, and automated request queues while maintaining SLAs.

Key Responsibilities

Technical Support :

Resolve Level 1 / 1.5 incidents (password resets, MS Office, Windows issues)

Triage and escalate tickets via ServiceNow per SLAs

Monitor and resolve auto-triggered request queues

Customer Service :

Serve as single point of contact for all Service Desk activities

Deliver positive user experiences through prompt resolution

Maintain 24 / 7 coverage (including holiday rotations)

Operational Excellence :

Track and document tickets from creation to resolution

Follow escalation protocols for critical issues

Contribute to continuous process improvements

Technical Environment

Primary Tools : ServiceNow, performance monitoring systems

Supported Systems : Windows OS, MS Office Suite, enterprise applications

Qualifications

Education (One of the following) :

Bachelor's degree in relevant field + 1 year IT experience

Master's in Management / Business / Related Field

Equivalent combination of education and experience

Required Experience :

1+ year in technical support or systems analysis

Proven customer service skills in healthcare / government settings

Experience with EDP applications and data processing

Technical Requirements :

Must provide own equipment :

PC / Laptop with monitor

Headset

Reliable high-speed internet

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Service Desk Analyst • New York, NY, United States

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