Service Desk Analyst

Job Summary

Seeking a remote, contract Service Desk Analyst, the candidate will manage Level 1 and 1.5 technical support for NYC Health + Hospitals, handling phone queues, emails, and automated tickets in ServiceNow to triage and resolve technical issues while ensuring high end-user satisfaction.

Key responsibilities

• Manage service incidents and requests from report to resolution, aiming to resolve issues at Level 1 and 1.5
• Provide a single point of contact for Service Desk activities, ensuring effective communication and support for users
• Contribute to continuous process improvement and remain knowledgeable about Service Desk tools in use

Required qualifications

• No degree required
• Experience with ServiceNow or similar ticketing systems
• Ability to work independently and as part of a fast-moving team
• Technical knowledge of common issues, including password resets and Microsoft Office
• Familiarity with service level agreements (SLAs) and escalation procedures