Service Help Desk ( TOC) Analyst - NYC IT : Job Details

Service Help Desk ( TOC) Analyst

NYC IT

Job Location : New York,NY, USA

Posted on : 2024-11-16T11:33:18Z

Job Description :
SCOPE OF SERVICES
  • 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 function.
MANDATORY SKILLS/EXPERIENCE Note: Candidates who do not have 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 skill.
  • 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.
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