Empower Every New Yorker - Without Exception - to Live the Healthiest Life Possible

NYC Health + Hospitals is the largest public health care system in the United States. We provide essential outpatient, inpatient and home-based services to more than one million New Yorkers every year across the city's five boroughs. Our large health system consists of ambulatory centers, acute care centers, post-acute care/long-term care, rehabilitation programs, Home Care, and Correctional Health Services. Our diverse workforce is uniquely focused on empowering New Yorkers, without exception, to live the healthiest life possible.

At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons.

Duties & Responsibilities

• Manage level 1 and above service requests and incidents from report to resolution
• Receive, prioritize, document and actively resolve end user help requests and incidents
• Triage requests and Incidents 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 tickets as possible at level 1 and 2
• 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 users through meeting and exceeding customer expectations, and engendering confidence that tickets will be resolved
• Provide support for issues related outages, attend bridges, create timelines and identify reoccurring issues
• Individual will be responsible to monitor and answer the Service Desk phone, e-mail message queues, and auto-triggered request queues during their assigned tour (1, II or 111) while handling Incidents and requests that the Service Desk Analyst Support Group is unable to resolve.
• Supervise and monitor staff
• Monitor daily quality in tickets and calls for assigned tour
• Will provide real-time Service Desk coverage to meet and exceed service level requirements, and end-user expectations.
• May interact with network services, software systems engineering, and/or applications development to restore service and/or identify a problem and Escalates and monitors until resolution more complex problems to Service Desk Manager and Senior Level 3 Support.
• Required to achieve and maintain a high level of technical skill in a specified field of expertise
• Reports to the tour Service Desk Manager.
• This role is approximately 80% remote and up to 20% on-site.
• The selected candidate must be able to come into the office to perform required work within 48 hours.

Minimum Qualifications
1. A Baccalaureate Degree in a relevant field from an accredited college or university; and,
2. Two years of experience in business, government, hospital, educational or a non-profit organization in analysis, development and implementation of systems and subsystems. Familiarity with EDP applications and data processing programs; or,
3. A Masters Degree in Management, Business Administration or approved related fields from an accredited college or university may be equated to a maximum of one year of related experience; or,
4. A satisfactory combination of education, training, and experience.

Department Preferences

Knowledge, Skills, Abilities and other Requirements:

• ITIL foundation certified/understands ITIL Service Desk "Best Practices"
• Experience managing Service Desk queues in a diverse environment including phone, web, and agent alert ticket initiation
• Experience providing support for applications and infrastructure (email, MS Office, Windows, desktops)
• Knowledge of multi-platform processing and tools used for incident tracking and trending
• Experience providing IT support in hospital environment
• Experience with integrated Service Desk processes to support integrated Monitoring and Service Desk
• Demonstrated commitment to quality client support and customer satisfaction.
• Strong business acumen, analytical, problem solving.
• A self-motivated team player who can work independently and in a stressful environment
• Bilingual or multi-lingual
• 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

If applying online, please include your cover letter in the same file attachment with your uploaded resume.

NYC Health and Hospitals offers a competitive benefits package that includes:

• Comprehensive Health Benefits for employees hired to work 20+ hrs. per week
• Retirement Savings and Pension Plans
• Loan Forgiveness Programs for eligible employees
• Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts
• College tuition discounts and professional development opportunities
• Multiple employee discounts programs

Note: Candidates selected for a position are required to come to NYC as part of their onboarding.