Service Desk Analyst

Service Desk Analyst

Location: New York-NY 10016

Duration: 06+ Months (Contract to Hire)

 

• Manage level 1 and 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 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