Analyst, Service Desk Operations

The Mayor's Office of Contract Services is a New York City oversight and service agency that manages procurement citywide and supports fair, transparent, efficient, and cost-effective contracting. The Analyst, Service Desk Operations supports the Technology Division's Service Desk by responding to stakeholder inquiries, troubleshooting issues, documenting interactions, supporting vendor onboarding, and coordinating issue resolution across operational and technical teams.

What you'll do:

• Review, analyze and verify information associated with vendor accounts and various filings
• Communicate with stakeholders using various platforms including our internal ticketing system, email, phone and screensharing
• Troubleshoot issues by utilizing materials, research, creative thinking and problem-solving skills
• Using exceptional writing skills and communication, research and convey helpful information to stakeholders and vendors who need support and assistance
• Determine when issues should be referred to peers or other units and/or escalated to managers
• Record user interaction and categorical data in designated customer services platforms, e.g. JIRA
• Propose updates to user resources for systems such as PASSPort and HHS Accelerator
• Take part in ongoing professional development to strengthen skills and increase knowledge in relevant areas of procurement, technology, government operations, public policy and people and change management
• Understand issues affecting relevant stakeholder groups, including but not limited to city agencies/partners, Minority and Women-owned Business Enterprises (M/WBEs), nonprofits, etc
• Participate in special projects, as assigned

What they're looking for:

• Graduation from an accredited college with a baccalaureate degree; or Graduation from an accredited community college plus two years of experience with administrative, analytic, coordinative, supervisory or liaison responsibilities; or A four year high school diploma or its educational equivalent plus four years of experience as described in "2" above; or A satisfactory equivalent combination of education and experience
• New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County
• Strong writing skills are required
• Succinctly and effectively communicate verbally and in writing
• Meet deadlines and work independently while paying close attention to details
• Exceptional time management skills to deliver consistent results in a fast-paced environment
• Establish relationships quickly and maximize positive team dynamics
• Distill complex material, present/share information and make actionable recommendations
• Accurately and consistently document data on stakeholder experience and escalate critical issues
• Analyze data and summarize research to support ongoing improvement in operations and service
• Educate stakeholders about various procurement and government operations topics and tools and
• Engage and support stakeholders through all phases of procurement and change

Benefits:

• You may be eligible for federal loan forgiveness programs and state repayment assistance programs.