Service Desk Analyst Onsite
Service Desk Analyst Onsite
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Not Disclosed
Salary Not Disclosed
1 Vacancy
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 and Wireless PC carts.
- 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
- 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
Employment Type
Full Time
