Senior Service Desk Analyst (Senior Systems Analyst (EDP)), Enterprise Support Services - 50459

Full Time | New York City, NEW YORK | 8 months
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Job Summary

Full Time

$113,333 Average salary of similar jobs | Check Salary...

Job Description

Marketing Statement

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.

Job Description

The Service Desk Analyst, Sr serve as a front-line, level 1, IT support for the NYC Health + Hospitals enterprise, which includes seven hospital networks and the corporate office. Individual will be responsible to monitor and answer the Enterprise Service Desk phone, e-mail message queues, and auto-triggered request queues during their assigned tour (1, II or 111) while handling Incidents that the Enterprise Service Desk Analyst Support Group is unable to resolve. The Senior Service Desk Analyst will provide support and customer service to users, promote and/or escalate problem, incident, and request action items. 

In addition, the Sr. Service Desk Analyst will provide real-time Service Desk coverage to meet and exceed service level requirements, and end-user expectations. The Sr. Service Desk Analyst 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 more complex problems to Service Desk Manager and Senior Level 2 Support. The Sr. Service Desk Analyst would be required to achieve and maintain a high level of technical skill in a specified field of expertise, Reports to the tour Enterprise Service Desk Manager. 


  • Manage level 1 service requests and incidents from report to resolution.
  • Receive, prioritize, document and actively resolve end user Issues and requests.
  • Triage Issues and 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 Enterprise 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.
  • Other related duties, as required.

Minimum Qualifications

1. A Baccalaureate Degree in a relevant field from an accredited college or university; and,
2. 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; or,
3. 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; or,
4. A satisfactory combination of education, training, and experience.

Department Preferences

Preference will be given to those with:

  • 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 is able to 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.

How To Apply

If you wish to apply for this position, please apply online by clicking the "Apply Now" button.

If applying online, please include your cover letter in the same file attachment with your uploaded resume.

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