Service Desk Analyst (Ast Systems Analyst (EDP)), Enterprise Support Services

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.

Job Description

The Service Desk Analyst will serve as front-line, level 1, IT support for the NYCHHC enterprise, 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.

Duties & Responsibilities

• Assist in managing 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

Minimum Qualifications
1. A Baccalaureate Degree in Industrial Engineering, Systems, Industrial Management,Business Administration or related fields; or,
2. Two years of technical training or education beyond the High School level, with a minimum of two years of full-time, paid experience in the field of industrialengineering, systems analysis, methods and procedures, work simplification, cost reductions, EDP data processing applications, forms designs and control; or,
3. A satisfactory combination of the above.

Please be advised that proof of Covid-19 vaccination is required prior to hire.

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.