What are the responsibilities and job description for the ITIL Certified Service Desk Analyst (Public Safety Operations) - Lev.3 position at Global It Solutions Usi Inc?
Job Details
Hello!!
Greetings from the Global IT Solutions USI, Inc.
We have an immediate need for one of our Direct End-client(s). So, please go through the below Job Description and if you are interested, apply with your latest resume along your contact details, so that we will be able to get in touch with you, to discuss more about the position.
Position: ITIL Certified Service Desk Analyst (Public Safety Operations) - Lev.3
Location: Brooklyn, NY (100% On-site from Day One)
Duration: 12 months
Work Hours: 35 hours/Week (Required to work alternating shifts)
Resource Must Provide Three (3) Professional References; Work Authorization, and valid Photo ID.
Local or Nearby consultants will be given highest preference
Scope Of Services:
- Provide telephone and email technical support on hardware, software, facilities, network, and telephony issues for 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 Centre functions.
Mandatory Skills:
- At least 10 years of experience working in a Service Desk Environment.
- Proficient with the Microsoft Office suite; Remote Desktop access software utilized to troubleshoot issues remotely.
- Working Knowledge of Remedy or other Service Management tool
- Strong ITIL framework experience with ITIL v3 or v4 Certification
- Working knowledge in Public Safety Service Desk management projects including administer, diagnose, resolve desktop related issues; troubleshoot network connectivity issues
- Should have Problem solving, customer service, interpersonal and mentoring skills.
- Ability to work independently.
- 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; with a focus on listening and questioning.
- 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
- Knowledge of monitoring software and auto-ticketing.
- Excellent verbal and written communication skills
- Solid relationship management and performance management skills
Thanks,
Ram M.
Global IT Solutions USI Inc.
Phone: Ext. 205
Mobile:
E-mail:
An E-Verify Company
Certified Minority-owned Business Enterprise (MBE) New York City (NYC), New York State (NYS) and The Port Authority of New York & New Jersey (PANYNJ)
