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: • ITIL foundation certified/understands ITIL Service Desk Best Practices • 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 Benefits • 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