Service Desk Analyst - 26-02314

Job Title: Service Desk AnalystLocation: Remote (New York)Duration: 6 MonthsShift: Monday – Friday | 4:00 PM – 12:00 AM (Evening Shift)Work Schedule: Candidates must be available to work holidays as required in a 24/7 service desk environment.Position OverviewWe are seeking a Service Desk Analyst to provide Level 1 IT support for a large enterprise environment that includes multiple healthcare facilities and corporate offices. This role serves as the first point of contact for technical support, assisting users with IT-related issues and service requests while ensuring timely resolution and adherence to service level agreements (SLAs).The ideal candidate will have strong customer service skills, technical troubleshooting abilities, and experience supporting enterprise IT systems.Key ResponsibilitiesService Desk SupportServe as the first point of contact for end users via phone, email, and ticketing systems.Monitor and respond to service desk queues, including phone calls, email messages, and automated requests.Manage Level 1 and Level 1.5 incidents and service requests from initial report through resolution.Provide timely troubleshooting and technical support for users across the organization.Incident & Request ManagementReceive, prioritize, document, and resolve user support requests.Track and manage incident tickets to ensure resolution within established SLAs.Escalate complex issues to appropriate support teams when necessary.Follow escalation and paging procedures to ensure service levels are maintained.Technical SupportProvide support for common IT issues including:Password resetsMicrosoft Office applicationsWindows operating systemsBasic workstation troubleshootingAssist users with software access, configuration, and system usage questions.Customer Service & CommunicationDeliver excellent customer service and maintain a positive support experience for end users.Provide clear updates and communication regarding issue status and resolution timelines.Maintain a single point of contact for service desk activities and support requests.Process ImprovementContribute to the continuous improvement of service desk processes.Maintain familiarity with service desk tools and monitoring systems, including ticketing and performance monitoring platforms.Participate in special projects and additional assignments as required.Required SkillsExperience working with Service Desk or IT Support environmentsKnowledge of ticketing systems (such as ServiceNow or similar platforms)Familiarity with Windows OS and Microsoft Office applicationsStrong troubleshooting and problem-solving skillsExcellent communication and customer service abilitiesAbility to work independently and within a fast-paced team environmentWork Environment & EquipmentThis is a fully remote position.Candidates must provide their own IT equipment, including:Desktop or laptopMonitorHeadsetReliable high-speed internet connectionEducation RequirementsOne of the following is required:Bachelor’s Degree from an accredited college or university in a related field, plus one year of relevant experience, ORMaster’s Degree in Management, Business Administration, Hospital Administration, Public Administration, Accounting, or a related field, OREquivalent combination of education, training, and professional experienceExperienceMinimum 1 year of experience in an IT support, service desk, or technical support role within a business, healthcare, government, educational, or non-profit organization.Familiarity with EDP applications and data processing environments preferred.

Salary : $30