Healthcare - Service Desk Analyst - W2 - Los Angeles, United States - Global IT Resources

Global IT Resources

Verified Company

Los Angeles, United States

1 week ago

Posted by:

Mark Lane

beBee recruiter

Description

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MUST BE AVAILABLE TO WORK 1st, 2nd, or 3rd SHIFTS AS SCHEDULED_

Summary:

The Service Desk Analyst gathers, interpret, and uses complex data to recommend actionable steps that will improve processes and optimize results for the IT Service Delivery Department.

This role works in collaboration with leadership to understand IT objectives and goals to align with the organization vision.

The Analyst must stay current with best practices regarding IT standards, guidelines, and help implement technology solutions in a cost-effective way.

Primary skills will include, analyzing data using advanced skills in data gathering, root cause analysis, and other techniques to leverage information from technology systems to explain activity and solve business problems.

An essential aspect of this position is to take substantial quantities of data and analytic results and condense them into a coherent story with clear, easy-to-follow conclusions.

The results, informed by knowledge of the business, will be used to make actionable recommendations.

This position requires a quantitative aptitude, a broad understanding of math, statistics, business, hands-on data analysis, and strategic thinking skills.

The analyst will recommend processes to automate reporting functions, define and create new metrics, and report layouts with the best visual aids to be reviewed by senior leaders and colleagues.

This role will contribute significantly to enhancing the efficiency of the entire I.S. Organization.

Minimum Education/Experience:

Associate's Degree in related field required
Minimum of 2 years' experience in IT or related experience
Experience with reporting and ticketing tools (ServiceNow, advanced Excel, SQL, dashboarding/ reporting/ visualization platform)
Demonstrated knowledge of report evaluation and analytics
Experience implementing and supporting serviceoriented tools.
Experience in servicerelated concepts, practices and procedures including ITIL methodologies.
Demonstrated knowledge of Service Level Agreements and Service Delivery deliverables
Analytical expertise to ensure quality and accuracy of data, process, design, and presentation.

Accountabilities:

Analyze performance of IT activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service.
Collaborate with other departments to identify and analyze data metrics on behaviors and activity trend.
Provide clear and concise statistical reporting.
Assess need for any system reconfigurations based on trends and make recommendations.
Contribute to the development of Knowledge Management for efficiency of issue resolution.
Ability to conform to shifting priorities, demands, and timelines.
Work with onsite and remote teams collaboratively. Ability to work independently with mínimal supervision.
Oncall duties required as needed.
Eighty percent remote work with expectations to be onsite as needed.

Other duties as assigned.

Job Types:
Full-time, Contract, Temporary

Pay:
$ $35.00 per hour

Expected hours: 40 per week

Benefits:

401(k)
Dental insurance
Health insurance
Vision insurance

Schedule:

8 hour shift
Day shift
Evening shift
Weekdays
Weekends as needed

Education:

Associate (required)

Experience:

Help desk: 2 years (required)
Windows: 1 year (required)
IT: 2 years (required)

- reporting and ticketing tools: 1 year (required)
- report evaluation and analytics: 1 year (required)

Work Location:
Hybrid remote in Los Angeles, CA 90033