What are the responsibilities and job description for the Peer Consulting Resources Inc. | Public Safety Technology Operations Center Analyst position at Peer Consulting Resources Inc.?
Contact Details : Poonam Khandelwal
Email : poonam.khandelwal@peer-consulting.com
Cell : (732) 797-9766
Job Title : Public Safety Technology Operations Center Analyst
Location : Brooklyn, NY
Duration : 12 Months
Years of Experience : 12 Yrs.
Required Hours / Week : 35hrs. / Week
Notes :
35 hours / 3 days a week : Days / Nights / Weekends. Required to work alternating shifts.
For the first 4 to 6 weeks, they will be working 9 : 00 am to 5 : 00 pm to get training and then go on shifts which they will rotate every 3 months.
Due to the necessary technical duties of this position in a 24 / 7 operation, candidate will be required to work various shifts such as weekend and / or nights / evenings.
Job Justification :
Provide telephone and email technical support on hardware, software, facilities, network, and telephony issues for end client.
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.
Mandatory Skills and 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
Knowledge of the ITIL framework with preference given to candidates with ITIL v3 or v4
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