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Direct End Client – State of New York | City University of New York (CUNY), Central Office Computing and Information Services (CIS)Job Title – Help Desk ManagerDuration – 6 MonthsTotal No. of Hours Per Week – 40 hoursStart Date – 06/01/2022Location - 395 Hudson Street, 5th Floor, New York, NY 10014Position Type – ContractInterview type – Webcam/In-PersonRequirement ID – SNYHD009YN Description – Help Desk Manager, the Office of Computing and Information Services (CIS) at the City University of New York (CUNY) supports the IT and telecommunications needs of CUNY's 25 colleges. CIS supports enterprise IT and applications; develops new technologies that advance the University's core mission; builds, upgrades, and maintains the University's network; operates the University's Data Center and Service Desk and develops disaster recovery and business continuity plans. CIS currently runs a Service Desk offering Tier 1 support to approximately 1,500 Central Office users and Tier 2 support to over 300,000 CUNY students, faculty, and staff for enterprise systems. Reporting to the Service Desk Supervisor, the Help Desk Manager provides high-level customer service through day-to-day first-level support for hardware, software, and applications. She/he will also serve as second-level support for local campus Service DesksResponsibilities – - Respond and analyze inquiries from end-users received via telephone, email, and in-person requests while troubleshooting or determining best course of action by escalating issues to appropriate teams as necessary.
- Remotely assist users with technology problems using a searchable knowledge base.
- Assist users with service requests and incidents via phone, chat and by email. Enter incident and service request details in the ServiceNow system and give status to users who inquire. Review and assign incidents to CIS responder groups.
- Assist users with password change requests and access issues for enterprise applications
- Monitor email and tracking software for service requests and incidents that require Service Desk action.
- Escalate system production outages and critical issues to Service Desk management.
- Provide excellent customer service while upholding CUNY policies and services.
Required Education/Experience –- 36 months’ experience using ITSM software like ServiceNow, Remedy, etc.
- 36 months’ experience working as an IT service desk agent or similar end user support role for IT applications and/or hardware.
- 60 months’ customer service experience serving the public or an organization in a contact centre, call centre, help desk or service desk.
- 24 months’ experience in an IT organization following ITIL best practices
- Bachelor’s Degree
- Certifications in ServiceNow or ITIL.
V Group Inc. is an IT Services company which supplies IT staffing, project management, and delivery services in software, network, help desk and all IT areas. Our primary focus is the public sector including state and federal contracts. We have multiple awards/ contracts with the following states: AR, CA, DE, FL, GA, IL, KY, MD, ME, MI, NC, NJ, NY, OH, OR, PA, SC, TX, VA, and WA. If you are considering applying for a position with V Group, or in partnering with us on a position, please feel free to contact me for any questions you may have regarding our services and the advantages we can offer you as a consultant. Please share my contact information with others working in Information Technology. Website: www.vgroupinc.comLinkedIn: www.linkedin.com/company/v-group/Facebook: www.facebook.com/VGroupITTwitter: www.twitter.com/vgroupinc
- ID: #41491065
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State: New York
New york city
10014
New york city
USA
- City: New york city
- Salary:
USD
TBD
TBD
- Job type: Contract
- Showed: 2022-05-24
- Deadline: 2022-07-22
- Category: Et cetera