ONLY W2 || Remote || Service Desk

ONLY W2 || Remote || Service Desk

Posted 1 day ago by Techridge, Inc.

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Negotiable
Undetermined
Remote
Remote
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Accounting Business Administration Continuous Improvement Process Data Centers Data Processing Management Microsoft Office Microsoft Windows Process Improvement Scheduling ServiceNow

Summary: The Service Desk Analyst EDP will provide front-line IT support for a company encompassing seven hospital networks and a corporate office. This remote position requires managing service incidents and requests, ensuring customer satisfaction, and maintaining service level agreements. The role demands technical knowledge of Service Desk tools and the ability to work independently and as part of a team. Candidates must have their own IT equipment and be prepared to work holidays as needed.

Key Responsibilities:

  • Manage level 1 and 1 1/2 service incidents/requests from report to resolution.
  • Provide support and services to users, resolving as many calls as possible at level 1 and 1 1/2.
  • Act as a single point of contact for Service Desk activities, including problems, incidents, and requests.
  • Contribute to continuous process improvement of the Service Desk area.
  • Remain knowledgeable about all Service Desk tools in use, such as ServiceNow performance monitoring tools.
  • Receive, prioritize, document, and actively resolve end-user help requests.
  • Triage requests to ensure accurate transfers and escalations per service level agreements (SLA).
  • Track open tickets and monitor ticket progress per SLA, closing tickets when resolved.
  • Follow escalation and paging procedures to ensure SLAs are met.
  • Provide support for issues related to password resets, MS Office, and Windows.
  • Ensure a positive experience for clients by meeting and exceeding customer expectations.
  • Participate in special projects as needed and perform other duties as assigned.
  • Work independently and as part of a fast-moving team.
  • Be flexible to work at various locations and shifts when necessary.

Key Skills:

  • Baccalaureate Degree in a relevant field or a Master's Degree in Management, Business Administration, Hospital Administration Management, Public Administration, Accounting, or a related field.
  • One year of experience in a business, government, hospital, educational institution, or non-profit organization.
  • Familiarity with EDP applications and data processing programs.
  • Strong analytical, development, and implementation skills.
  • Excellent customer service and communication skills.
  • Ability to work independently and as part of a team.
  • Technical knowledge of Service Desk tools.

Salary (Rate): £18.00 hourly

City: undetermined

Country: undetermined

Working Arrangements: remote

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT

Detailed Description From Employer:
Hello
Position : Service Desk
Location : Remote
This will be a remote day shift schedule (7am to 3pm/8am to 4pm/9am to 5pm/10am to 6pm). Consultant is expected to work holidays if necessary as we are a 24/7 service desk.
Candidate must have their own IT equipment (PC/Monitor or laptop, headset, home internet).
Job Summary: The Service Desk Analyst EDP will serve as front-line, level 1, IT support for the company , which includes seven hospital networks and the corporate office. Monitor and answer the Service Desk phone, e-mail message queues, and auto-triggered request queues during their assigned tour (I, II or III). Provide support and customer service to users, promote and / or escalate problem, incident, and request action items. Provide real-time Service Desk coverage to meet and exceed service level requirements and end-user expectations.
General Tasks and Responsibilities Will Include:
Manage level 1 and 1 1/2 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 1 1/2
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
Educational Level:
Baccalaureate Degree in relevant field from an accredited college or university;and,
One year of experience in a business, government, hospital, educational institution or non-profit organization in analysis, development and implementation of systems, methods and procedures, management information development and data coordination. Familiarity with EDP applications and data processing programs; or,
A Master's Degree in Management, Business Administration, Hospital Administration Management, Public Administration, Accounting or relevant field from an accredited college or university; or,
A satisfactory combination of education, training and experience.
Years of Experience:
One year of experience in business, government, hospital, educational institute or non-profit organization in analysis, development and implementation of systems, methods and procedures, management information development and data coordination. Familiarity with EDP applications and data processing programs.

Thanks and regards

Sonali Silswal Team Lead- Talent Acquisition

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Address: 2591 Dallas Pkwy, Ste 300, Frisco, TX 75034
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