Service Desk Analyst

About the Role

We are hiring for a Service Desk Analyst to support our NYS client, NYC Health + Hospitals. This role delivers front-line Level 1 and Level 1.5 IT support within a 24/7 environment.

Responsibilities:

• Manage Level 1 and Level 1.5 service incidents from initial report through resolution
• Monitor Service Desk phone, email, and auto-triggered request queues during assigned shifts to provide responsive customer support
• Troubleshoot end-user help requests including password resets, Microsoft Office, Windows, and related issues
• Escalate incidents accurately in accordance with SLAs and paging protocols
• Track open tickets, monitor progress against SLAs, and close resolved items with complete documentation
• Maintain proficiency with Service Desk tools such as ServiceNow and data center performance-monitoring tools
• Serve as the single point of contact for users regarding problems, incidents, and requests while delivering a positive customer experience
• Contribute to continuous process improvement initiatives and participate in special projects