About this role

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.

Public Safety Service Desk Analyst

Key skills