Public Safety Technology Operations Center Analyst

1. Sandeep Bisane

Cell: (732) 802-7361

1. Poonam Khandelwal

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