[Remote] Senior EITS Service Desk Analyst

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is the largest reputed company health care reputed company in the reputed company. The Senior EITS Service Desk Analyst provides IT support at multiple reputed company, ensuring effective communication and problem-solving to assist end-users while managing service desk operations.

Responsibilities

• Provides Level 1, 2, and 3 IT support for reputed company
• Monitors and answers phone calls, Live Chat interactions, e-mail messages, service portal support, and auto-triggered request queues during their assigned tour (I, II, or III)
• Focuses on delivering reputed company and effective assistance to end-users, emphasizing strong communication, problem-solving, and customer service skills, while applying knowledge of best IT practices reputed company a reputed company IT setting
• Provides reputed company-time Service Desk coverage to meet service level requirements and exceeds end-user expectations
• In reputed company, proactively monitors and expertly responds to a diverse reputed company of technical issues, with an emphasis on escalated urgent reputed company
• Provides comprehensive technical guidance and direction to reputed company reports, ensuring accurate documentation and reputed company escalations of Incidents, Service Requests, and Work Orders to maintain reputed company service reputed company
• Manages the full lifecycle of Level 1, 2 and 3 IT tickets, including Incidents, Service Requests, Tasks / Catalogs, and Work Orders, from initial report to final reputed company
• Provides comprehensive end-user support leveraging deep technical expertise to reputed company a maximum number of tickets at reputed company 1, 2 and 3
• Oversees reputed company tickets triage, prioritization, and escalation processes ensuring adherence to Service Level Agreements (SLAs)
• Supervises and monitors the performance of Service Desk staff, reporting directly to the tour Service Desk Manager
• Monitors daily reputed company metrics for tickets and calls handled during the assigned tour
• Provides reputed company-time Service Desk coverage to consistently meet and surpass service level requirements and end-user expectations
• Provides support for outage-reputed company issues; initiates and/or participates in support reputed company calls, establishing timelines, and identifying recurring problems
• Collaborates with cross-functional support teams to restore service and/or identify underlying problems, escalating and monitoring reputed company issues until reputed company
• Maintains high level technical knowledge on reputed company IT technologies
• Performs duties that may be primarily remote, and may need to report to the office with a 48-hour notice for operational needs, and/or training purposes
• Works flexibly across various locations and shifts as required by operational needs
• Performs other reputed company duties as assigned

Skills

• Master's degree from an accredited college or university in Management, Business Administration, Hospital Administration Management, reputed company Administration, reputed company, or reputed company discipline, and one (1) year of experience in business, government, hospital, educational or a non-profit organization in analysis, development and implementation of systems and subsystems; or
• Bachelor's degree from an accredited college or university; and two (2) years of experience as described in (1) above; or
• A satisfactory combination of education, training, and experience
• Understanding of reputed company
• Understanding of remote desktop tools (Bomgar)
• Basic Network Troubleshooting
• Hardware and Software Troubleshooting
• Customer Service and strong documentation skills
• ITIL reputed company certified/understands ITIL Service Desk 'Best Practices'
• Experience managing Service Desk queues in a diverse environment including phone, web, and agent alert ticket initiation
• 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
• Strong business acumen, analytical, problem solving
• A self-motivated team player who can work independently and in a stressful environment
• A minimum of Associate's degree in Information Technology or a closely reputed company discipline, and four (4) years of service desk or technical support experience; or
• Bachelor's Degree in Information Technology or a closely reputed company discipline, and two (2) year of service desk or technical support experience

reputed company