Note: The job is a remote job and is open to candidates in USA. Cloud and Things is focused on transforming the public sector’s IT environment, and they are seeking a Service Desk Analyst to support their NYS client. The role involves providing front-line Level 1 and Level 1.5 IT support, managing service incidents, and ensuring a positive client experience.
Responsibilities
- Manage Level 1 and Level 1.5 service incidents and requests from initial report through resolution
- Monitor and respond to Service Desk phone calls, email message queues, and auto-triggered request queues during the assigned tour
- Receive, prioritize, document, triage, and actively resolve end-user help requests
- Provide support for password resets, Microsoft Office, Windows, and related end-user technology issues
- Serve as a single point of contact for Service Desk problems, incidents, and request items
- Resolve as many calls as possible at Level 1 and Level 1.5, and accurately transfer or escalate issues according to SLA requirements
- Track open tickets, monitor ticket progress, and close ticket items when resolved
- Follow escalation and paging procedures to ensure service level requirements are met
- Remain current on Service Desk tools used in the Data Center, including ServiceNow and performance monitoring tools
- Contribute to continuous process improvement within the Service Desk area
- Provide a positive client experience by meeting and exceeding customer expectations
- Participate in special projects as needed and perform other duties as assigned
Skills
- 1+ year of experience in a business, government, hospital, educational institution, or non-profit organization supporting systems, methods and procedures, management information development, or data coordination
- Familiarity with EDP applications and data processing programs
- Experience providing Level 1 help desk, service desk, or technical support to end users
- Ability to monitor, document, prioritize, triage, resolve, transfer, and escalate incidents and service requests in accordance with SLA requirements
- Experience supporting password resets, Microsoft Office, Windows, and common end-user technology issues
- Ability to use ticketing and Service Desk tools, including ServiceNow or similar platforms
- Strong customer service, communication, and problem-solving skills
- Must be able to work independently as well as part of a fast-moving team
- Must be able to work various shifts, holidays if necessary, and at various locations when required for a 24/7 service desk environment
- Baccalaureate Degree in a relevant field from an accredited college or university; or
- Master's Degree in Management, Business Administration, Hospital Administration Management, Public Administration, Accounting, or a relevant field from an accredited college or university; or
- A satisfactory combination of education, training, and experience
- Experience supporting a healthcare, hospital, public sector, or large enterprise IT environment
- Experience supporting high-volume Service Desk operations across multiple locations or business units
- Local to the New York, NY area preferred
- Experience with process improvement, SLA tracking, escalation procedures, and customer experience improvement
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