Public Safety Service Desk Analyst
Gov Services Hub
Dice Job Match Score™
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Job Details
Skills
- "Service Desk Analyst
- tickets
- incidents
- 911 cal
- support
Summary
- Managing calls and notifications through client's service desk systems:
- Responding to emails from client and NYC Agencies
- Responding to and updating service tickets
- Engaging in direct communication with users, agencies or client representatives
- Performing escalation to client where applicable
- Work with client's Incident Manager where applicable
- 2 years' 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
- Knowledge of Remedy or other Service Management tool
- 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
- Ability to investigate and research; ability to present ideas in business-friendly and user-friendly language
- 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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- Dice Id: 91165313
- Position Id: 2026-612
- Posted 8 hours ago
Company Info
About Gov Services Hub
Gov Services Hub offers comprehensive government contracting services designed to help businesses navigate the complex world of government procurement. Our seasoned experts bring extensive knowledge of federal, state, and local government contracting regulations, ensuring clients achieve compliance and maximize opportunities.
In addition to staff augmentation support, we assist with proposal development, contract management, compliance reviews, and vendor registration, streamlining the procurement process.
Whether you're a small business aiming to secure government contracts or a seasoned contractor seeking to optimize operations, our consulting services provide strategic guidance, empowering you to thrive in the government contracting arena. Let us be your trusted partner in winning and managing government contracts effectively
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