Service Operations Analyst
2 weeks ago
KeenLogic is seeking a skilled and proactive Service Management Analyst who thrives in a dynamic, consultative, and collaborative environment. This role offers a full-time remote opportunity with comprehensive benefits, including paid time off and a 401k plan.
Position Summary: The ideal candidate will evaluate client business applications and data to identify, rectify, and report issues to the relevant personnel. Effective communication with team members and contractors is essential, showcasing exceptional customer service skills while maintaining professionalism, tact, and diplomacy during support interactions. Responsibilities include coordinating with vendors for escalated Tier III support and utilizing help desk systems to log customer-reported issues and service requests.
Key Responsibilities:
- Provide assistance in handling help desk inquiries via calls and emails, serving as a liaison between clients and support teams to resolve issues efficiently.
- Support team members as needed and communicate any concerns to team leads and other support groups.
- Log, track, and follow up with clients to ensure resolution of inquiries through the ticketing system.
- Assist clients in troubleshooting complex technical issues related to their accounts and applications.
- Document support tickets with detailed information for seamless handoff to Tier III teams.
- Engage in Problem Management for recurring error conditions and provide timely responses to customers.
- Coordinate customer-reported outages with supervisors to ensure prompt notifications and actions.
Qualifications:
- Bachelor's degree with a minimum of 2 years of experience in IT.
- Proficient in providing phone and in-person support for business applications, including analysis, diagnosis, remediation, and testing.
- Experience with standard Windows OS and MS Office applications.
- Strong background in customer service and ITIL Service Management.
- Familiarity with asset management practices.
Preferred Skills:
- Experience in Business Application Training.
- Proficient troubleshooting skills.
- Knowledge of User Acceptance Testing.
Additional Skills:
- Basic understanding of IT infrastructures, applications, and databases.
- Flexibility to adjust work schedules to meet business needs.
- Ability to provide Tier I/II support for custom business applications, including access setup, application installation, and performance tuning.
- Advanced troubleshooting capabilities with remote assistance tools.
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