Helpdesk Analyst

Optima Global Solutions Inc.is a valuable IT Services and Solution provider that customers, employees, and stakeholders feel proud to be associated with. Optima's Intelligent Automation Solutions leverage robotic process automation, intelligent data capture, and business process management best practices to streamline operations. Our IT Services practice provides organizations with highly personalized, comprehensive, U.S. based recruiting services supported by our internal onsite team of subject matter experts.

Currently, we are hiring for the following position;

Public Safety Technology Operations Center Analyst

This is an 100% Onsite Need at Client Work Location: 2 MetroTech Center, Brooklyn, NY 11201

Note: This is a 35 hours/3 days a week: Days/Nights/Weekends. Required to work alternating shifts.

For the first 4 to 6 weeks, you will be working 9:00 am to 5:00 pm to get training and then go on shifts which you will rotate every 3 months. Due to the necessary technical duties of this position in a 24/7 operation, candidate is required to work various shifts such as weekend and/or nights/evenings

Responsibilities:

• 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
• 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, 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.

Skills

MANDATORY SKILLS/EXPERIENCE

Note: Candidates who do not have the mandatory skills will not be considered At least 8 years of experience working in a service desk environment Mandatory Proficient with the Microsoft Office suite; knowledge of remote desktop access software utilized to troubleshoot issues remotely Mandatory Excellent verbal and written communication skills, problem solving, customer service, interpersonal and mentoring skills Mandatory Ability to work independently Mandatory 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 Mandatory Excellent customer service skills and effective telephone etiquette; excellent troubleshooting and analytical skills; exceptional interpersonal skills, with a focus on listening and questioning Mandatory Solid relationship management and performance management skills; ability to multitask and effectively prioritize and execute tasks in a high-pressure environment Mandatory Proven analytical and problem-solving abilities; team-oriented and skilled in working within a collaborative environment Mandatory Proven analytical and problem-solving abilities; team-oriented and skilled in working within a collaborative environment Mandatory Knowledge of monitoring software and auto-ticketing Mandatory Knowledge of the ITIL framework with preference given to candidates with ITIL v3 or v4 Mandatory

Interested candidates, please apply online with a detailed resume and contact information.

Thank you.