The primary role of the IT Service Delivery Analyst is to provide support for business applications and systems. This includes help desk and desk side support duties as it pertains to end user’s systems and applications while meeting business SLA’s. Triage all incoming support incidents and requests to achieve resolution or escalate to the correct towers for support.
Essential Duties and Responsibilities
- Customer Service/Service Delivery
- Involves dealing with and/or responding positively to complaints, problems, etc. over the phone and in person
- Manage Service Delivery/Help Desk Requests for service-related items including, but not limited to: Account Setup, Terminations and changes, Access control, password Resets, file/applications, printer, hardware diagnostics and special desktop setups
- Logs all direct calls or email requests into ServiceDesk system and update request status
- Triage all incoming incidents and request coming from the field or from our outsourced provider
- Provide support for assign systems and business applications
- Problem analysis and resolution and/or escalates accordingly
- Procurement of all information technology related assets
- Reconciling inventory across a variety of systems and statuses (in stock, in use, legal hold, etc.) as well as wiping/disposal activities
- Ensuring timely delivery of goods, works and services using the team’s procurement procedures
- Managing the refresh of assets for their assigned location
- Assisting team members as needed to ensure the entire asset service is robust and operationally efficient
- Meets business SLAs for first response and resolution
- Drives business improvements through technology
- Provides solutions for trending problems
Experience and Qualifications
- High school diploma or equivalent required
- Experience building KB articles and technical documentation
- Proven ability to manage and prioritize ticket queues
- Experience in administering MDM solutions
- Experience in troubleshooting AD permissions
- Experience troubleshooting VDI and VPN.
- Experience with power shell automation scripting
- Fluency in English essential
- ITIL Foundation certification – optional
Benefits
- Competitive Pay
- Holiday Pay
- Referral Bonuses
- Long-Term Career Advancement
- Great Team Environment
- Paid Time Off
- Full-time employees eligible for Medical, Dental, Vision, Basic Life, AD&D and Short-Term & Long-Term Disability insurance on the 1st of the month following 60 days of employment
- 401(k) Retirement Plan after 90 days.
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