Service Desk Analyst - Crescens Inc.
Brooklyn, NY
About the Job
Title: Help Desk / Service Desk
Location: Brooklyn, NY 11201(Onsite)
Duration: 12+ Months
Notes:
Job Description:
Required Skills:
Location: Brooklyn, NY 11201(Onsite)
Duration: 12+ Months
Notes:
- The working position is Hybrid - On Site and Telework. Option to work remotely up to 80% of the time.
- In- person Interview
Job Description:
- 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.
Required Skills:
- Years of experience working in a service desk environment
- Proficient with the Microsoft Office suite; knowledge of remote
- Knowledge of the ITIL framework with preference given to candidates with ITIL v3 or v4
Source : Crescens Inc.
