Amerit Consulting · 1 hour ago
Service Desk Analyst (MOSTLY REMOTE)
United States
Contract
Remote
Mid Level
$30/hr - $33/hr
3+ years expAmerit Consulting is a fast-growing staffing and consulting firm that provides solutions to help clients operate more efficiently. They are seeking a Service Desk Analyst who will perform analysis on Service Desk issues, assist in customer relations, and contribute to process improvements within the team.
ConsultingHuman ResourcesInformation TechnologyStaffing Agency
No H1B
Hiring Manager
Bhupesh Khurana
Responsibilities
Ability to perform analysis on Service Desk issues and failure to meet SLAs or customer satisfaction and conceptually understand reasons behind team failures/successes to contribute to a plan to increase efficiencies
Assist in listening to customer concerns and working proactively with management, other team members, and IT departmental groups to devise solutions
Gather technical application information and prepare IT email communications; ability to translate application and technical jargon into customer-friendly communications
Manage customer relations in performing each event or problem tracking – serve as a possible internal escalation point for junior level staff with customer dissatisfaction issues
Take an ownership approach to ensuring Service Desk goals are reached
Be engaged and contribute to process improvements, increased efficiencies, and to overall Service Desk success
Act in a mentorship role with more junior staff, including acting in various Level II functions, assist with training, providing peer mentorship, and other leadership roles within the Service Desk
Demonstrates solid subject matter expertise
Perform other duties as assigned
Qualification
Required
3+ years of experience in IT support
Demonstrated proficiency in supporting Windows and Mac operating systems in a networked environment
Demonstrated proficiency in supporting mobile devices such as iPhones and Androids
Broad knowledge of enterprise systems and how they related to one another
Demonstrates problem-solving skills
Excellent communication skills in both verbal and written
Preferred
Bachelor's degree or equivalent training in a related area
Working knowledge with ITIL processes such as Change Management, Problem management, and Incident Management
Experience working in an academic health care, healthcare, or university environment
Experience working in a Service Desk, Help Desk, or Call Center environment
Preferred Certifications: Microsoft Support
Apple Support
ITIL Foundations
HDI Support Center Agent
Company
Amerit Consulting
Amerit Consulting is a staffing and recruiting company that offers temporary staffing and payrolling services.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Ian Wagemann
President, CEO
Recent News
2023-03-15
2022-07-12
Company data provided by crunchbase