Service Delivery Analyst
hace 1 día
Time left to apply: End Date: January 31, 2025 (30+ days left to apply)
Job Requisition ID: JR-046686
Our global Tech team operates in an agile manner within a dynamic product organization. Immerse yourself in a collaborative environment where innovation thrives, and your contributions will play a direct role in shaping the path of our cutting-edge products. As a key player in our agile setup, you'll have the opportunity to enhance efficiency, foster creativity, and play a pivotal role in our product development process. Become part of a team that embraces adaptability and values continuous improvement, ensuring we stay at the forefront of global technology advancements.
The Service Delivery area is a part of the Service Management GES department TECH. The main goal is to assure that all the services provided by TECH are running properly. The team is composed of an SD Manager, SD Senior Analyst, SD Analyst, and L2 External Support Staff OnSite.
The Service Delivery Analyst supports the Service Delivery Team in order to deliver the best user experience, as the Service Delivery team is accountable for the user experience.
He/She ensures the correct functioning of technical equipment, with a particular focus on VIP/EXEC users and reports service delivery performance to the Service Delivery Manager.
Responsibilities:- Part of the IT Bar, support the Service Desk in the on-site resolution of incidents (repair or replace parts, debugging, etc.)
- Execute end-user coaching to familiarize local users with devices and the usage of collaboration tools to facilitate adoption
- Ensure the technical efficiency (network, devices, software) of the building
- Consolidate some reporting KPI to report to the Service Delivery Manager
- Set up workstations with computers and necessary peripherals (routers, printers, etc.)
- Verify operation of computer hardware (hard drive, mouse, keyboards, etc.)
- Install and configure appropriate software and functions according to specifications
- Develop and maintain local area networks to optimize performance
- Maintain records/logs of repairs and maintenance schedule
- Identify on-site computer or network equipment shortages and place orders
- Assure the support, advice, and meeting for the VIP Members
- Manage the lifecycle of devices
Required Profile:
Windows & Apple devices and OS support. Basic knowledge of Active Directory, Network environments, Mobile devices, and Meeting Room equipment. Support on Productivity/Desktop tools. Fluent in English and basic knowledge of Project Management. Certificate of Higher Education (HNC).
Qualifications:- Experience in resolving L0/L1/L2 incidents
- Ability to be customer-oriented
- Ability to solve problems effectively & efficiently
- Ability to manage knowledge and ensure knowledge sharing
- Ability to work in a team
- Deep knowledge of the company detailed service catalog
- Excellent written and verbal communication skills
- Ability to be proactive
- In-depth knowledge of the local environment and specificities
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