Service Desk Analyst

Our client, a mjor New York City Hospital group is seeking a Service Desk Analyst.

Job Summary: The Service Desk Analyst EDP will serve as front-line, level 1, IT support for the NYCHHC enterprise, which includes seven hospital networks and the corporate office. Monitor and answer the Service Desk phone, e-mail message queues, and auto-triggered request queues during their assigned tour (I, II or III). Provide support and customer service to users, promote and / or escalate problem, incident, and request action items. Provide real-time Service Desk coverage to meet and exceed service level requirements and end-user expectations.

General Tasks and Responsibilities Will Include:
• Manage level 1 and 1 1/2 service Incidents/requests from report to resolution

• Provide support and services to users, seeking to resolve as many calls as possible at level 1 and 1 1/2

• Provide customer with a single point of contact for Service Desk activities, for problems, incidents and request items

• Contribute to the continuous process improvement of the Service Desk Area

• Remain technically knowledgeable and current on all Service Desk tools in use in the Data Center such as ServiceNow performance monitoring tools

• 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 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 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 clients through meeting and exceeding customer expectations, and engendering confidence that requests will be resolved

• 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

Educational Level:

• Baccalaureate Degree in relevant field from an accredited college or university;and,

• 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. Familiarity with EDP applications and data processing programs; or,

• A Master's Degree in Management, Business Administration, Hospital Administration Management, Public Administration, Accounting or relevant field from an accredited college or university; or,

• A satisfactory combination of education, training and experience.

Years of Experience:

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. Familiarity with EDP applications and data processing programs.

Additional Notes:

Service Period (months): 6 months

Consultant is expected to work holidays if necessary as we are a 24/7 service desk. Schedule will be weekend night shift (Sat 8pm-9am, Sun 7pm-8am, Mon 8pm-8am). 80% remote/20% on-site position.

Spruce Technology, Inc. is a mid-size, award-winning (Inc 5000, SmartCEO, Entrepreneur of the Year) technology services firm with a steadily growing portfolio of commercial and government clients. Spruce provides innovative technology solutions, specialized IT staff, and IT strategy consulting nationwide. Spruce maintains partnerships with major technology vendors and continually develops leading-edge offerings in service areas such as digital experience, data services, application development, infrastructure, cyber security, and IT staffing.

Spruce Technology, Inc. is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Consistent with the Americans with Disabilities Act, it is the policy of Spruce Technology, Inc. to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process.