PSTOC Analyst
PSTOC Analyst
Posted on :
23-10-2024
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Job Description
Contact Details:
1.Sandeep Bisane
Email:
Cell: (732)
Email:
Cell: (732)
2.Poonam Khandelwal
Email:
Cell: (732)
Email:
Cell: (732)
3.Saravanan Ganesan
Email:
Cell: (732)
Email:
Cell: (732)
Location: Brooklyn NY
Duration: 12 Months
Years of Experience:
Required Hours/Week: 35hrs./Week
Job Description:
- Provide telephone and email technical support on hardware software facilities network and telephony issues for our clients 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. o 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 (SLAs) 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 inperson handson support when necessary; monitor incident trends and anticipate potential problems for proactive resolution.
- Perform special projects and initiatives as assigned.
Duties and 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 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.
Mandatory Skills and Experience:
- 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 nontechnical 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 highpressure environment
- Proven analytical and problemsolving abilities
- Teamoriented and skilled in working within a collaborative environment
- Knowledge of monitoring software and autoticketing a plus
- Knowledge of the ITIL framework with preference given to candidates with ITIL v3 or v4
Employment Type
Full Time
Key Skills
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