Note: The job is a remote job and is open to candidates in USA. Cloud and Things helps transform public sector IT environments and solve complex government IT challenges. The Service Desk Analyst will provide front-line Level 1 and Level 1.5 IT support for a NYC client, serving as a single point of contact for incidents, service requests, and end-user assistance. The role involves monitoring service desk channels, resolving and triaging tickets, meeting SLAs, and supporting users in a 24/7 environment.
Responsibilities
- Monitor and respond to Service Desk phone, email, and auto-triggered request queues during the assigned day shift
- Manage Level 1 and Level 1.5 incidents and service requests from initial report through resolution
- Provide first-line support for password resets, Microsoft Office, Windows, and related end-user issues
- Receive, prioritize, document, troubleshoot, and actively resolve end-user help requests
- Triage and escalate incidents and requests accurately in accordance with established service-level agreements (SLAs)
- Track open tickets, monitor progress against SLAs, follow escalation and paging procedures, and close resolved items
- Maintain current knowledge of Service Desk tools, including ServiceNow and performance-monitoring tools used by the Data Center
- Serve as a single point of contact for Service Desk activities and provide a positive customer experience that meets or exceeds expectations
- Contribute to continuous process improvement within the Service Desk and participate in special projects as assigned
Skills
- 1+ years of experience in a business, government, hospital, educational institution, or non-profit organization involving analysis, development and implementation of systems, methods and procedures, management information development, and data coordination, with familiarity with EDP applications and data processing programs
- Meet one of the stated education/experience pathways: a baccalaureate degree in a relevant field from an accredited college or university plus the required one year of experience; a master's degree in Management, Business Administration, Hospital Administration Management, Public Administration, Accounting, or a relevant field; or a satisfactory combination of education, training, and experience
- Ability to work independently and as part of a fast-moving team
- Availability to work an assigned remote day shift (7am-3pm, 8am-4pm, 9am-5pm, or 10am-6pm) and holidays when necessary, in support of a 24/7 Service Desk
- Must provide personal IT equipment suitable for remote work, including a PC/monitor or laptop, headset, and reliable home internet connection
- Ability to work at various locations and on various shifts when necessary
Benefits
- Remote work (local to NY preferred)
Company Overview
Company H1B Sponsorship