Service Desk Analyst
Location: New York-NY
Contract: Long term contract
Description:
- Provide support for issues related to password resets, MS Office, Windows, Epic EMR, VMWare VDI, Cisco AnyConnect VPN, Printers, PC's, laptops, Medication Carts, Wireless PC carts, as well as some issues relating to other applications.
- Manage level 1 & 1 ½ Incident/service requests from report to resolution.
- 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 (via ServiceNow) 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 customer with a single point of contact for Service Desk activities, for problems, incidents and request items
#4009
Job Types: Full-time, Contract, Temp-to-hire
Pay: $18.00 - $25.00 per hour
Expected hours: 40 per week
Schedule:
- 8 hour shift
- Every weekend
- Monday to Friday
Application Question(s):
- How many calls/Ticket handle in a day?
Experience:
- service Desk/Technical Support: 2 years (Required)
- Remote Support: 2 years (Required)
- Call Support: 2 years (Required)
Work Location: In person