Service Desk Agent

Service Desk Agent

The Office of Technology and Innovation (OTI) leverages technology to drive opportunity, improve public safety, and help government run better across New York City. From delivering affordable broadband to protecting against cybersecurity threats and building digital government services, OTI is at the forefront of how the city delivers for New Yorkers in the 21st century. At OTI, we offer great benefits, and the chance to work on projects that have a meaningful impact on millions of people. You'll have the opportunity to work with cutting-edge technology and collaborate with other passionate professionals who share your drive and commitment to making a difference through technology. The successful candidate will serve as a Service Desk Agent reporting to the Customer Service Division. Responsibilities include:

• Answer and log calls and portal submissions in a timely, courteous and professional manner in accordance with Standard Operating Procedures and Quality Assurance guidelines;
• Perform proper screening of calls and maintain clear documentation by utilizing supplied scripts within ITSM ticketing tool;
• Provide initial telephone and queue management support on various hardware, software, network, and telephony issues;
• High Priority or Outage Escalation - escalate to a Senior Service Desk Agent when an escalation is requested or a Major Incident is suspected;
• Keep up to date on latest scripts, software usage, and required training provided at the Citywide Service Desk;
• Ensure all emails/tasks are handled in a timely manner and in accordance to Standard Operating Procedures and Quality assurance guidelines;
• Perform special projects and initiatives as assigned.

HOURS/SHIFT Day - Due to the necessary technical duties of this position in a 24/7 operation, candidate may be required to work various shifts such as weekends and/or nights/evenings. WORK LOCATION Brooklyn, NY