Service Desk Lead(Workflow,Script,IncidentTicket,NOC) Brooklyn, NY Role: Service Desk Lead Assignment name: Service Desk Improvement (SDI) Service Desk Lead Work Location: MetroTech Center, 5th Floor, Brooklyn NY 11201 Scheduled Work Hours: Full Time - 9 to 6 - 40hrs/wk Assignment Start Date: 08/20/2012 Scope of Work The Service Desk migration lead will provide professional consulting services to assist in the preparation and implementation of over forty-five (45) Agency Help Desk consolidations to Citywide Service Desk at DoITT. The Service Desk (Migration) Leads responsibilities will include: • Performing agency Service Desk Business Assessment and agency gap analysis • Facilitating working sessions to review agency specific services and service desk operations; mapping critical knowledge to Service Desk internal teams • Building scripts and matrices • Developing, testing and deploying SD scripts for routing/escalation of incident or service request tickets • Performing Service Desk/Remedy operations readiness testing • Data gathering for agency incident, service request, problems history and volume • Performing operational readiness and product parallel testing • Reviewing and analysis of Remedy reports MANDATORY SKILLS/EXPERIENCE • At least 2 years of experience working in an analytical capacity for a large scale Service Desk • Experience developing workflows and scripts for a Service Desk • Experience reviewing and analyzing incident ticketing reports • Preparation of dashboards for incident management DESIRABLE SKILLS/EXPERIENCE: • Experience with alert management tools • Technical familiarity with network / infrastructure troubleshooting • Experience working with or in a technical NOC triaging Tier II and III level incidents