Excellus Health Plan Inc.
Latham, NY, USA
Job Description: Summary: The Service Desk Analyst is specific to the Service Desk Function at Excellus through the IT Help Desk. The Service Desk Analyst's role is to ensure resolution, reporting, and triage for the Information Technology Division regarding all IT problems and requests. This position provides on-call rotation support 24x7x365 along with on-site departmental coverage during both core and non-core hours including nights, weekends, and holidays as deemed necessary by Management. Essential Primary Responsibilities/Accountabilities: Logs all relevant incident/request details, allocating categorization and prioritization codes, documenting successful and unsuccessful decisions made and actions taken, through to final resolution. Provides first-line investigation and diagnosis. Communicates with users, keeping them informed of incident progress, as well as notifying them of upcoming changes or outages. Resolves incidents and/or requests regarding desktop and...