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IT Service Delivery Analyst Role Overview
Key Responsibilities:- Provide timely resolution of all incoming tickets, adhering to ITIL best practices and company policies.
- Monitor and manage incoming requests to meet agreed service levels, KPIs, and customer expectations.
- Communicate effectively with customers and stakeholders, ensuring timely resolution and effective communication.
- Identify and manage recurring issues, raising Problem tickets to address them.
- Develop and maintain service documentation, operational procedures, and support guides.
- Support planned changes in the application, providing operational support as needed.
- Provide reports and incident trend diagnosis, participating in monthly meetings and support reviews.
- Evaluate and escalate issues as necessary, ensuring timely resolution.
- ITIL Foundation v.4 certification
- Advanced Excel proficiency
- Experience with Risk Management Tools
- Knowledge of JIRA, ServiceNow, Confluence
- Effective communication skills, fluent English
- Flexible remuneration and a personalized training plan
- A people-focused team environment
- Dynamic work environment with opportunities for professional growth
- International projects of high technological value
