MWBE PSAC TOC Analyst 1 - Compu-Vision Consulting Inc.
Brooklyn, NY 11201
About the Job
JOB TITLE: MWBE PSAC TOC Analyst 1
DURATION: 12 Months
LOCATION: On Site ( Brooklyn, NY 11201)
Job Description Justification: PSTOC Analyst
Note: Candidates who do not have the mandatory skills will not be considered.
DURATION: 12 Months
LOCATION: On Site ( Brooklyn, NY 11201)
Job Description Justification: PSTOC Analyst
- Provide telephone and email technical support on hardware, software, facilities, network, and telephony issues for NYPD, FDNY, DCAS and OTI Public Safety staff.
- Screen and process calls and maintain clear documentation by utilizing Public Safety Remedy.
- Participate in Public Safety Service Desk management projects that enhance the quality and efficiency of services provided; administer, diagnose, and resolve basic desktop related issues; troubleshoot network connectivity issues.
- Perform Citrix password and account management, provision account(s) access for new employees; prioritization, categorization and resolution of incidents, changes, requests and problems; monitoring, tracking and coordination of Public Safety Technology Operations Center functions.
- Ensure high levels of customer service quality and availability by working closely with Tier 2, Tier 3 and Vendor support groups; monitor Service Level Agreements (SLA's) to ensure incident and problem resolution match business expectations and timeframes; update policies and procedures that outline how issues are identified, documented, assigned and corrected.
- Identify problem areas and create and deliver solutions to enhance quality of service and to prevent future problems; clearly document the event, action taken, and resolution for a Remedy record; monitor and update the status of various customer problems at any given time.
- Ability to share knowledge regarding the evaluation and correction of technical problems with other Tier 2 & 3 Support professionals; capture data to be used by management regarding problem trends, resolution time, costs, or other metrics; contribute to escalated incident resolution by providing in-person, hands-on support when necessary; monitor incident trends and anticipate potential problems for proactive resolution.
- Perform special projects and initiatives as assigned.
- Provide telephone and email technical support on hardware, software, facilities, network, and telephony issues for client's Public Safety staff.
- Screen and process calls and maintain clear documentation by utilizing Public Safety Remedy
- Participate in Public Safety Service Desk management projects that enhance the quality and efficiency of services provided; administer, diagnose, and resolve basic desktop related issues; troubleshoot network connectivity issues.
- Perform Citrix password and account management, provision account(s) access for new employees; prioritization, categorization and resolution of incidents, changes, requests and problems; monitoring, tracking and coordination of Public Safety Technology Operations Center functions.
Note: Candidates who do not have the mandatory skills will not be considered.
- At least 8 years of experience working in a service desk environment
- Proficient with the Microsoft Office suite; knowledge of remote desktop access software utilized to troubleshoot issues remotely
- Excellent verbal and written communication skills, problem solving, customer service, interpersonal and mentoring skills
- Ability to work independently
- Knowledge of Remedy or other Service Management tool a plus; ability to clearly and concisely communicate technical information to non-technical users at all organizational levels
- Excellent customer service skills and effective telephone etiquette; excellent troubleshooting and analytical skills; exceptional interpersonal skills, with a focus on listening and questioning
- Solid relationship management and performance management skills; ability to multitask and effectively prioritize and execute tasks in a high-pressure environment
- Proven analytical and problem-solving abilities; team-oriented and skilled in working within a collaborative environment
- Proven analytical and problem-solving abilities; team-oriented and skilled in working within a collaborative environment
- Knowledge of monitoring software and auto-ticketing a plus
- Knowledge of the ITIL framework with preference given to candidates with ITIL v3 or v4
Source : Compu-Vision Consulting Inc.
