Service Desk Analyst

 

Title: Service Desk Analyst

Duration: 6+ Months

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Location: New York (80% remote and 20% on-site)

You must be fully vaccinated for Covid-19.


ClinDCast is looking for skilled Service Desk Analystfor one of our reputed clients. This profile is 80% remote and 20% on-site.



Job Description:

• You will have to serve as front-line, level 1, IT support for the client’s enterprise, which includes seven hospital networks and the corporate office.
• You will have to monitor and answer the Service Desk phone, e-mail message queues, and auto-triggered request queues during their assigned tour (I, II or III).
• You will have to provide support and customer service to users, promote and / or escalate problem, incident, and request action items.
• You will have to provide real-time Service Desk coverage to meet and exceed service level requirements and end-user expectations.
• This will be an 80% remote and 20% on-site.
• There will be Day shift schedule (7am to 3pm/8am to 4pm/9am to 5pm/10am to 6pm).
• You are expected to work on holidays if necessary as we are a 24/7 service desk.
• You must have one year of experience in business, government, hospital, educational institute or non-profit organization in analysis, development and implementation of systems, methods and procedures, management information development and data coordination.
• You must have familiarity with EDP applications and data processing programs.

Responsibilities:

• You will have to manage level 1 and 1 1/2 service Incidents/requests from report to resolution.
• You will have to provide support and services to users, seeking to resolve as many calls as possible at level 1 and 1 1/2.
• You will have to provide customer with a single point of contact for Service Desk activities, for problems, incidents and request items.
• You will have to contribute to the continuous process improvement of the Service Desk Area.
• You must remain technically knowledgeable and current on all Service Desk tools in use in the Data Center such as ServiceNow performance monitoring tools.
• You must receive, prioritize, document and actively resolve end user help requests.
• You must triage requests to ensure accurate transfers and escalation, per service level agreements (SLA).
• You must track open tickets and monitor ticket progress per SLA, close ticket items when resolved.
• You must follow escalation and paging procedures to ensure SLAs are being met.
• You must provide support and services to users, seeking to resolve as many calls as possible at level 1.
• You must provide support for issues related to password resets, MS Office, Windows, as well as some issues.
• You must provide customer with a single point of contact for Service Desk activities, for problems, incidents and request items.
• You must provide a positive experience to clients through meeting and exceeding customer expectations, and engendering confidence that requests will be resolved.
• You must participate in special projects as needed and perform other duties as assigned.
• You must be able to work independently as well as work as part of a fast-moving team.
• You must be able to work at various locations, when necessary, along with working various shifts.

Educational Qualifications:

• You must have Baccalaureate Degree in relevant field from an accredited college or university.
• You must have one year of experience in a business, government, hospital, educational institution or non-profit organization in analysis, development and implementation of systems, methods and procedures, management information development and data coordination.
• You must have familiarity with EDP applications and data processing programs.

OR

• You must have a Master's Degree in Management, Business Administration, Hospital Administration Management, Public Administration, Accounting or relevant field from an accredited college or university.

OR

• You must have a satisfactory combination of education, training and experience.

| Candidate Name (Legal Name) |
| Resume |
| Phone Number |
| Email |
| LinkedIn URL |
| Have you ever worked in healthcare field? If so, how long? Where? |
| How many years of relevant work experience do you have for this role? Include Company Names. |
| Fill the References Form completely |
| Availability to Start Date [MM-DD] |
| You must be fully vaccinated for Covid-19. (Yes/No) |
| |

This is a remote position.

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