Prospect Engine LLC

Service Desk Analyst

Prospect Engine LLC

full-time

Posted on:

Location Type: Hybrid

Location: New York City • New York • United States

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About the role

  • 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 resolved
  • 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 to 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 III) 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 of 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

Requirements

  • A Baccalaureate Degree in a relevant field from an accredited college or university
  • 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
  • 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
  • A satisfactory combination of education, training, and experience
  • 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
  • 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
Benefits
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
incident managementticket trackingEDP applicationsdata processingIT supportmulti-platform processingincident tracking toolsservice desk processespassword resetsMS Office
Soft Skills
customer satisfactionproblem solvinganalytical skillsself-motivatedteam playerindependent workstress managementcommunicationsupervisionquality commitment
Certifications
ITIL foundation certified