Enterprise Service Desk Analyst, Jr. (Assistant Systems Analyst (EDP)), Enterprise Support Services Position Available In New York, New York

Enterprise Service Desk Analyst, Jr. (Assistant Systems Analyst (EDP)), Enterprise Support Services Department

ENTERPRISE SUPPORT SERVICES

Location
Manhattan
Job

ID123213

Civil Service ClassificationNon Competitive
Hire In Rate$42,921.00 (for employees new to HHC) Salary Range$42,921.00 – $56,000.00 Pay FrequencyYear
Full/Part TimeFull-Time Regular/TemporaryRegular
Regular ShiftN/A About NYC Health + Hospitals 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 Enterprise Service Desk Analyst, Jr. 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. How To Apply Please be advised that proof of Covid-19 vaccination is required prior to hire. If you wish to apply for this position,