PSTOC Analyst 3K Systems Solutions LLC • New York, NY, United States
PSTOC Analyst 3
K Systems Solutions LLC • New York, NY, United States
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job_description.job_card.job_descriptionAt 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
Job Description
Client Name : City of New York
Start Date : November 25, 2024
End Date : November 23, 2025
Contract Length (in weeks) : 52
SCOPE OF 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.
Requirements
MANDATORY SKILLS / EXPERIENCE
Note : Candidates who do not have the mandatory skills will not be considered
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Analyst • New York, NY, United States
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