This individual will serve as front-line, level 1, IT support for the NYCHHC enterprise, which includes seven hospital networks and the corporate office. Monitor and answer the Service Desk phone, e-mail message queues, and auto-triggered request queues during their assigned tour (I,II,or III). Provide support and customer service to users, promote and / or escalate problem, incident, and request action items. Provide real-time Service Desk coverage to meet and exceed service level requirements and end-user expectations. Details:*Shift: 4-12*Weekend work - only for volunteers*Must have incredible attendance. This is a medical facility that is counting on its employees.*You will be considered essential employees in times of crisis and may be asked to come to work during storms or other emergencies*must have multiple transportation methods available (car, bus, train, etc) in case one mode of transportation is down.*must have experience with troubleshooting, connectivity issues, supporting outlook, and prior level 1 support preferably in a healthcare environment*Windows 7 & 10 environment*will take 40-60 calls a day ResponsibilitiesManage level 1 service requests from report to resolution• Receive, prioritize, document and actively resolve end user help requests• Answer calls or e-mail contacts within the required service level time frame• Triage 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 resolved• Follow escalation and paging procedures to ensure SLAs are being metProvide support and services to users, seeking to resolve as many calls as possible at level 1• Check the knowledge base for known errors and communicate updates, information• Provide support for issues related to password resets, MS Office, Windows, as well as some issues related security access, printer queues and business applications• Meet or exceed organization’s tier 1 closure goal• Identify problems for submission to problem management processProvide customer with a single point of contact for Service Desk activities, for problems, incidents and request items• Communicate the priority and level of service to the customer to ensure that services are clear• Continue to communicate progress with customers, as per identified procedures• Provide a positive experience to clients through meeting and exceeding customer expectations, and engendering confidence that requests will be resolved• Meet or exceed customer expectations and enable the perception the customer’s positive perception of ITContribute to the continuous process improvement of the Service Desk Area• Remain technically knowledgeable and current on all Service Desk tools in use in the Data Center such as BMC performance monitoring tools• Participate in opportunities to learn about NYC H+H applications and infrastructure, improved way to support incidents Minimum Qualifications1. A Baccalaureate Degree in relevant field from an accredited college or university; and,2. One year of experience in a business, government, hospital, educational institution or non-profit organization in analysis, development and implementation of systems, methods and procedures, management information development and data coordination. Familiarity with EDP applications and data processing programs; or,3. A satisfactory combination of education, training and experience.
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