Service Desk Operations Intern

Applicants MUST email MOCS_ServiceDeskMgrs@mocs.nyc.gov for their application to be considered; see “To Apply” below.

The Mayor's Office of Contract Services (MOCS) is a New York City oversight and service agency that manages procurement citywide, from planning and release of agency solicitations to payment of vendors. Annually, agencies procure billions in products and services from a diverse pool of vendors that represent various industries. MOCS therefore aims to ensure that the procurement process remains fair, transparent, efficient, and cost-effective.

MOCS makes it easier to do business through use of end-to-end technology tools, increases transparency by publication of enriched data and hosting public hearings, and strengthens procurement operations by providing direct assistance and resources to all stakeholders. MOCS also partners with agencies and vendors to identify areas for policy reform, resulting in ongoing process improvement to reduce administrative burdens and increase the positive impact of services on communities. The MOCS Director serves as the City Chief Procurement Officer.

MOCS team members operate in a fast-paced, collaborative, service-oriented environment, where flexibility and ability to achieve results are valued. Interns and college-aides may conduct all duties relevant to supporting Service Desk operations providing any level of expertise regarding data management, data reporting, and organizing. All MOCS employees are expected to deliver timely and quality work products and services, participate in ongoing improvement activities, proactively support the management, and project management team members, while gaining a growing knowledge of Service Desk operations for the city, and how it relates to procurement, contracting and government operations. The use of modern technology software and hardware will be used to complete daily duties. College-Aide Interns also collaborate with other team members to implement projects, help to maintain and/or analyze operational data, and interact with other divisions within MOCS.

Unit Description

The MOCS Service Desk Operations (SD) unit is part of the central services group at MOCS for city vendors, agencies, and the community, responding to incoming inquiries, through our ticketing system, related to our city's procurement and contracting systems (i.e., PASSPort). Support is provided for some aspects of the procurement and contracting processes. SD also plays a role in assisting with maintaining learning resources and website information and providing support with in-person events, in partnership with our MOCS Learning and Development unit.

All SD College-Aide Interns will aim to provide clear, accurate and timely tasks to SD leadership, team members, as well as other operations & technical units as needed. Key role will be to ensure data relating to tickets and technical issues are properly documented & tracked as a part of larger citywide reporting. This includes assisting with data entry and confirming accuracy in our systems to help manage and improve reporting.

Responsibilities

List of responsibilities of various clerical tasks include, but are not limited to:

• Generating, reviewing, and analyzing data using various systems and tools
• Communicating with Service Desk leadership, Project Analyst and team members using various platforms such as Microsoft Teams, Microsoft Outlook and Microsoft Share Point.
• Accurately determine when an issue is resolved and needs to be moved to the next step and documented for reporting.
• Proper organize and disseminate information in preparation for presenting and/or sharing out to internal and external stakeholders.
• Support tracking and documenting escalated items that need prioritizing based on the needs of the agency and our city partners.
• Determine when issues should be referred to peers or other units and/or escalated to managers.
• Record and update critical information in the Service Desk's customer service platform(Jira);
• Propose updates and suggestions for areas of improvement to user resources relating to our procurement systems and support process.
• Assist with developing templates, guides, and assist with developing presentations.
• Assist with and identify opportunities for launching certain projects that will help improve processes and support provided by the Service Desk.

Qualifications/Special Skills/Area of Study

• Strong writing skills needed
• Succinctly and effectively communicate verbally and in writing.
• Strong computer/technical skills needed, including MS Excel and MS PowerPoint.
• Ability to meet deadlines and work independently while paying close attention to details.
• Accurately and consistently review and document data while helping to identify when critical issues need to be escalated.
• Ability to analyze data and summarize research to support ongoing improvement in operations and services.
• Willingness to engage and support the team through all phases of providing outstanding customer service.

To Apply:

Applicants MUST email MOCS_ServiceDeskMgrs@mocs.nyc.gov with:

• Resume
• Cover letter
• Writing sample: Few words on why you chose your major for your degree and how you plan to use it.
• Samples of MS Excel and PowerPoint (optional) projects you'd like to share related to the skills needed for this position.

Mayor’s Office of Contract Services is an equal opportunity employer. Mayor’s Office of Contract Services recognizes the unique skills and strengths gained through military service. Veterans and service members of the U.S. Armed Forces are strongly encouraged to apply. Special accommodations provided to applicants with disabilities. Please contact MOCS Disability Service Facilitator at disabilityaffairs@mocs.nyc.gov or 212-298-0734 only to request an accommodation. No other phone calls or personal inquiries permitted. 

Only those candidates under consideration will be contacted.
No phone calls, faxes or personal inquiries permitted.

Public Svc Loan Forgiveness

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/.

Work Location

255 Greenwich Street, 9th Floor New York, NY 10007

Residency Requirement

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. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.