Job Description
Job Description Title: Help Desk Duration: 5 Years Location: Brooklyn, New York. Note: Onsite Role. Job Description: - Helpdesk Manager shall have a minimum of three (3) years of professional or technical experience in IT with a strong background in all aspects of customer service.
- The Help Desk Manager shall be responsible for maintaining control over the work duties, schedule and performance of the Contractor project team. Such services shall include but not be limited to the following:
- Incident escalation.
- Monitor ongoing activities of the TSC (including, but not limited to, the tracking of aging of tickets, same day closure, and other statistics).
- Interface with FDNY personnel and high priority users/situations on an ad-hoc basis for monitoring client satisfaction.
- Maintain and improve Service Levels.
- Interface with BTDS management on day-to-day operations and long-term strategy.
- ServiceNow administration (including, but not limited to, user and group administration, troubleshooting of problems and business rule development).
- Period and ad hoc reporting through Crystal Reports.
- Weekly analysis of TSC performance and events.
- Develop processes and periodically update documentation of TSC operations.
- Develop and distribute user satisfaction surveys.
- Introduce new methods for increased productivity and decreased costs by using new business processes, tools, and applications.
- Maintain library of common fixes of FDNY problems (including, but not limited to distributing notifications and publications to appropriate personnel, and add to knowledge base).
- Work with FDNY in assuring that the TSC is kept current with new hardware and software (including, but not limited to, FDNY applications).
If you are: bright, motivated, skilled, a difference-maker, able to get things done, work with minimum direction, enthusiastic, a thinker, able to juggle and multi-task, communicate effectively, and lead, then we would like to hear from you. We need exceptionally capable people for this role for our client, so get back to us and tell us why you think you are a fit.
About Us: Tri-Force is one of the fastest growing companies in Philadelphia region by receiving the award 5 times and 3 times(Ranked #931 2021) on Inc. 5000 fastest growing companies in the USA. Tri-Force Consulting Services, Inc. is an established consulting services firm offering innovative solutions to Government and Commercial sectors. We specialise in building customized software applications solutions such as knowledge management systems, business intelligence, data analysis, database support and maintenance, data warehouse implementation and support, systems architecture and systems integration for our clients. Our technical competencies are in Java, .NET, SharePoint, PHP, Business Intelligence (Cognos, Data Warehouse), mobile applications platforms (iPhone, iPad, Android, Blackberry), and various other technologies. We also specialise in providing resources to manage infrastructure projects. Tri-Force is one of the fastest growing companies in the Philadelphia region by receiving the award 6 times and 4 times on Inc. 5000 fastest growing companies in the USA.
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