Service Desk Operations Specialist

4 days ago


San Francisco, California, United States Amerit Consulting Full time
Job Summary

Amerit Consulting is seeking a highly skilled Service Desk Analyst to join our team. As a Service Desk Analyst, you will be responsible for providing exceptional customer service and technical support to our clients.

Key Responsibilities
  • Technical Support: Provide technical support to clients via phone, email, or in-person, resolving issues related to hardware, software, and network connectivity.
  • Incident Management: Manage and resolve incidents in a timely and efficient manner, ensuring minimal disruption to clients' business operations.
  • Problem Management: Identify and resolve underlying problems that cause recurring incidents, implementing solutions to prevent future occurrences.
  • Change Management: Assist in the planning, implementation, and testing of changes to systems, processes, and infrastructure.
  • Communication: Communicate effectively with clients, stakeholders, and team members, providing clear and concise information about technical issues and solutions.
  • Process Improvement: Collaborate with the team to identify areas for process improvement, implementing changes to increase efficiency and effectiveness.
Requirements
  • Experience: 3+ years of experience in IT support, with a focus on technical support and incident management.
  • Skills: Demonstrated proficiency in supporting Windows and Mac operating systems, mobile devices, and enterprise systems.
  • Education: Bachelor's degree or equivalent training in a related field, such as computer science or information technology.
  • Certifications: ITIL Foundations, HDI Support Center Agent, or equivalent certifications.
Preferred Qualifications
  • Experience: Experience working in an academic health care, healthcare, or university environment.
  • Skills: Working knowledge of ITIL processes, such as Change Management, Problem Management, and Incident Management.


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