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