Service Desk Analyst

---

Job description

Job Title: Service Desk Analyst

Work Location: Brooklyn, NY

Duration: 12 months Contract

Position Summary:

Hours: THIS POSITION WILL ALLOW 35.00 - HOURS PER WEEK.

The Agency is in urgent need for PSAC TOC (Public Safety Technology Operations Center) Service d Analyst to perform the following services:

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.

Mandatory Skills/Experience

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

About Us:

InterSources Inc, a Certified Diverse Supplier, was founded in 2007 and offers innovative solutions to help clients with Digital Transformations across various domains and industries. Our history spans over 16 years and today we are an Award-Winning Global Software Consultancy solving complex problems with technology. We recognize that our employees and our clients are our strengths as the diverse talents and opportunities they bring to the table enable us to grow as a global platform and they are causally linked with our success. We provide strategic and technical advice, and we have expertise in areas covering Artificial Intelligence, Cloud Migration, Custom Software Development, Data Analytics Infrastructure & Cloud Solutions, Cyber Security Services, etc. We make reasonable accommodations for clients and employees and we do not discriminate based on any protected attribute including race, religion, color, national origin, gender sexual orientation, gender identity, age, or marital status. We also are a Google Cloud partner company. We align strategy with execution and provide secure service solutions by developing and using the latest technologies that thrive our resources to deliver industry-leading capabilities to our clients and customers, making it convenient for our clients to do business with InterSources Inc. Our teams also drive growth by refining technology-driven client experiences that put the users first, providing an unparalleled experience. This results in strengthening the core technologies of clients, enabling them to scale with flexibility, create seamless digital experiences and build lifelong relationships.

<!– job description page –>