HR Prospect LLC
About the job Service Desk Analyst (Remote)
This is the Remote Position (US)
Duties & Responsibilities
Manage level 1 and above service requests and incidents from report to resolution
Receive, prioritize, document and actively resolve end user help requests and incidents
Triage requests and Incidents 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 tickets as possible at level 1 and 2
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
Provide a positive experience to users through meeting and exceeding customer expectations, and engendering confidence that tickets will be resolved
Provide support for issues related outages, attend bridges, create timelines and identify reoccurring issues
Individual will be responsible to monitor and answer the Service Desk phone, e-mail message queues, and auto-triggered request queues during their assigned tour (1, II or 111) while handling Incidents and requests that the Service Desk Analyst Support Group is unable to resolve.
Supervise and monitor staff
Monitor daily quality in tickets and calls for assigned tour
Will provide real-time Service Desk coverage to meet and exceed service level requirements, and end-user expectations.
May interact with network services, software systems engineering, and/or applications development to restore service and/or identify a problem and Escalates and monitors until resolution more complex problems to Service Desk Manager and Senior Level 3 Support.
Required to achieve and maintain a high level of technical skill in a specified field of expertise
Reports to the tour Service Desk Manager.
This role is approximately 80% remote and up to 20% on-site.
The selected candidate must be able to come into the office to perform required work within 48 hours.
Minimum Qualifications 1. A Baccalaureate Degree in a relevant field from an accredited college or university; and, 2. Two years of experience in business, government, hospital, educational or a non-profit organization in analysis, development and implementation of systems and subsystems. Familiarity with EDP applications and data processing programs; or, 3. A Masters Degree in Management, Business Administration or approved related fields from an accredited college or university may be equated to a maximum of one year of related experience; or, 4. A satisfactory combination of education, training, and experience.
Department Preferences
Knowledge, Skills, Abilities and other Requirements:
Experience managing Service Desk queues in a diverse environment including phone, web, and agent alert ticket initiation
Experience providing support for applications and infrastructure (email, MS Office, Windows, desktops)
Knowledge of multi-platform processing and tools used for incident tracking and trending
Experience providing IT support in hospital environment
Experience with integrated Service Desk processes to support integrated Monitoring and Service Desk
Demonstrated commitment to quality client support and customer satisfaction.
Strong business acumen, analytical, problem solving.
A self-motivated team player who can work independently and in a stressful environment
Bilingual or multi-lingual
Participate in special projects as needed and perform other duties as assigned
Must be able to work independently as well as work as part of a fast-moving team
Must be able to work at various locations when necessary along with working various shifts
Comprehensive Health Benefits for employees hired to work 20+ hrs. per week
Retirement Savings and Pension Plans
Loan Forgiveness Programs for eligible employees
Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts
College tuition discounts and professional development opportunities
Multiple employee discounts programs
Note: Only Selected Candidates will be contacted for interview. Compensation will be disclose in an Interview
#J-18808-Ljbffr
Duties & Responsibilities
Manage level 1 and above service requests and incidents from report to resolution
Receive, prioritize, document and actively resolve end user help requests and incidents
Triage requests and Incidents 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 tickets as possible at level 1 and 2
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
Provide a positive experience to users through meeting and exceeding customer expectations, and engendering confidence that tickets will be resolved
Provide support for issues related outages, attend bridges, create timelines and identify reoccurring issues
Individual will be responsible to monitor and answer the Service Desk phone, e-mail message queues, and auto-triggered request queues during their assigned tour (1, II or 111) while handling Incidents and requests that the Service Desk Analyst Support Group is unable to resolve.
Supervise and monitor staff
Monitor daily quality in tickets and calls for assigned tour
Will provide real-time Service Desk coverage to meet and exceed service level requirements, and end-user expectations.
May interact with network services, software systems engineering, and/or applications development to restore service and/or identify a problem and Escalates and monitors until resolution more complex problems to Service Desk Manager and Senior Level 3 Support.
Required to achieve and maintain a high level of technical skill in a specified field of expertise
Reports to the tour Service Desk Manager.
This role is approximately 80% remote and up to 20% on-site.
The selected candidate must be able to come into the office to perform required work within 48 hours.
Minimum Qualifications 1. A Baccalaureate Degree in a relevant field from an accredited college or university; and, 2. Two years of experience in business, government, hospital, educational or a non-profit organization in analysis, development and implementation of systems and subsystems. Familiarity with EDP applications and data processing programs; or, 3. A Masters Degree in Management, Business Administration or approved related fields from an accredited college or university may be equated to a maximum of one year of related experience; or, 4. A satisfactory combination of education, training, and experience.
Department Preferences
Knowledge, Skills, Abilities and other Requirements:
Experience managing Service Desk queues in a diverse environment including phone, web, and agent alert ticket initiation
Experience providing support for applications and infrastructure (email, MS Office, Windows, desktops)
Knowledge of multi-platform processing and tools used for incident tracking and trending
Experience providing IT support in hospital environment
Experience with integrated Service Desk processes to support integrated Monitoring and Service Desk
Demonstrated commitment to quality client support and customer satisfaction.
Strong business acumen, analytical, problem solving.
A self-motivated team player who can work independently and in a stressful environment
Bilingual or multi-lingual
Participate in special projects as needed and perform other duties as assigned
Must be able to work independently as well as work as part of a fast-moving team
Must be able to work at various locations when necessary along with working various shifts
Comprehensive Health Benefits for employees hired to work 20+ hrs. per week
Retirement Savings and Pension Plans
Loan Forgiveness Programs for eligible employees
Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts
College tuition discounts and professional development opportunities
Multiple employee discounts programs
Note: Only Selected Candidates will be contacted for interview. Compensation will be disclose in an Interview
#J-18808-Ljbffr