Service Desk Analyst
Posted on :
26-06-2024
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Job Description
- Provide support for issues related to password resets MS Office Windows Epic EMR VMWare VDI Cisco AnyConnect VPN Printers PCs laptops Medication Carts Wireless PC carts as well as some issues relating to other applications.
- Manage level 1 & 1 Incident/service requests from report to resolution.
- 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 (via ServiceNow) 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 & 2
- 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 fastmoving team
- Must be able to work at various locations when necessary along with working various shifts
Employment Type
Full Time
Key Skills
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