Public Safety Service Desk Analyst

Brooklyn, NY - USA

Monthly Salary: Not Disclosed

Posted on: 6 hours ago

Vacancies: 1 Vacancy

Job Summary

Job Title: Public Safety Service Desk Analyst

Location: Brooklyn NY 11201

Client: City of NY - DOITT

Duration: 24 Months extension possible based on needs and performance

Desirable skills/experience:

Have previously worked with OTI/Public Safety City agencies

Skills: service desk 911 call centers

Job Summary:

Weekend schedule consisting of the following:

a. Support for (3) three shifts consisting of 12/12/11 hours per shift or 35 hours per week

b. Time frames 6pm-7am anticipated for Friday Saturday and Sunday

Job Description / Justification:

The Analyst will be required to provide supplemental Public Safety Service Desk duties for the 911 call centers.

Services and activities of the Public Safety Services Desk are vital to day-to-day operations of 911 call centers to ensure issues/tickets are opened and closed in a timely manner.

Scope of services:

Managing calls and notifications through clients service desk systems:
Responding to emails from client and NYC Agencies
Responding to and updating service tickets
Engaging in direct communication with users agencies or client representatives
Performing escalation to client where applicable
Work with clients Incident Manager where applicable

Mandatory Skills/Experience

2 years 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
Knowledge of Remedy or other Service Management tool
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
Ability to investigate and research; ability to present ideas in business-friendly and user-friendly language
Knowledge of monitoring software and auto-ticketing
Knowledge of the ITIL framework with preference given to candidates with ITIL v3 or v4.

Job Title: Public Safety Service Desk Analyst Location: Brooklyn NY 11201 Client: City of NY - DOITT Duration: 24 Months extension possible based on needs and performance Desirable skills/experience: Have previously worked with OTI/Public Safety City agencies Skills: service desk 911 call ...