Service Desk Operations Specialist
4 days ago
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.
- 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.
- 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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