About Trigyn: Trigyn is an IT Services Company that has been in business for 30 years with more than 1,500 resources deployed today. Trigyn is ISO 9001:2015, ISO 27001:2013 (ISMS) and CMMI Level 3 Certified. Trigyn is an E-Verify® Employer.

Level 2 phone support:
Under the guidance of the Service Desk Manager, the Service Desk Request Fulfillment Analyst manages the life cycle of all Service Requests from the users.  
•    Specific responsibilities:
1.    Ensure that the Request Fulfillment process is used correctly and carried out to standard
2.    Coordinate interfaces between Request Fulfillment and other service management processes
3.    Provide a single point of contact and end-to-end responsibility to ensure submitted service requests have been processed
4.    Provide initial direction of service requests to determine which IT resource should be engaged to fulfill them
5.    Communicate service requests with other IT resources that will be involved
6.    Escalate service requests in line with established service level targets
7.    Understand the policies, procedures, required documents and tools
8.    Use the process, procedures, work instructions, policies, required documentation and tools as designed
9.    Escalate to line management and the Request Fulfillment process owner in the event of a conflict between process and line management
10.    Provide service desk staff with appropriate information to enable them to perform their function effectively
11.    Ensure all authorized service requests are being fulfilled in a timely manner

•    Qualifications:

  1.  Excellent telephone and communication skills in English, both verbal and written.
  2.  Excellent technical skills in the computer hardware, software, operating systems, communication protocols, and diagnostic.
  3.  Excellent problem determination and troubleshooting skills.
  4.  Ability to work well under pressure.
  5.  Ability to handle several calls simultaneously.
  6.  Patience and a willingness to walk users through problem resolution over the telephone.
  7. Proficient in Microsoft Office 365 

Job Location - New York, NY