Job Summary
As IT Service Delivery Specialist, you will be expected to be a process, procedure, technical, and knowledge resource for Service Desk, Computer Operations, and Desktop Support teams. The ideal IT Service Desk Specialist will should be intuitive, solution-oriented, an independent thinker, and able to communicate within their team and IT management to create and document new processes, procedures, and efficiencies.
Typical Duties and Responsibilities
- Review the daily operations of the IT service desk, computer operations, and desktop support ensuring efficient and effective technical support and customer service.
- Develop and document operating system, user batch processing, daily productions schedules.
- Create, update and maintain documentation, new processes, and procedures. (Including but not limited to: Service Desk, Operations, Desktop Support and PCI compliance) as required.
- Review incidents and services requests ensuring all necessary information is accurately entered and handled appropriately.
- Serve as escalation contact for service impacting incidents or outages.
- Determines if assistance by the internal IT staff or external Vendors are appropriate and ensures escalation within the appropriate IT business vertical.
- Understand and assist in review and compliance with software license requirements.
- Create and report on IT service delivery SLAs and other measurements.
- Develops resources for responding to user queries including knowledge-based articles, documentation, or guides.
- Act as the primary point of escalation for service complaints and suggestions
- Perform ongoing analysis of daily operations to identify issues and recommend changes to increase operational efficiency and quality of service.
- Demonstrate excellent verbal, written and interpersonal communications skills in a corporate IT environment.
- Maintain and manage ServiceNow catalog items and self-service portal.
- Manage, maintain, and control inventory in support of completing life cycle of end user IT equipment
- Make recommendations to IT Management on the purchase of software, tools and utilities.
Requirements
Education:
- Associates degree in an IT related field OR combination education, training and experience in addition to experience listed below.
Experience:
- At least four (4) years’ work experience as a Service Desk Technician, Computer Operator, or Desktop Administrator
- Demonstrating proficiency in Change Management methodologies.
- Demonstrating proficiency in Software installation and methods.
- Effectively working with product vendors and support personnel.
- Demonstrating strong analytical and problem-solving abilities.
- Utilizing strong verbal, written and interpersonal communication skills.
- Efficiently prioritizing and executing tasks in a high-pressure environment.
- Updating and maintenance Knowledge articles and Documentation.
- Demonstrating initiative and self-direction.
Ability to:
- Communicate effectively both written and verbal.
- Demonstrate a strong attention to detail.
- Convey ideas in a logical order and professional manner.
- Analyze and diagnose technical problems.
- Work in a fast-paced IT environment.
- Demonstrate knowledge of server and networking concepts, principles, and troubleshooting.
- Work various hours as necessary.
Preferred Education, Experience and/or Credentials:
- Experience with ServiceNow
- Bachelor’s degree in an IT related field
- ITIL Foundations certificate
- Two (2) years of supervisory or team lead experience within an IT Service Desk
- One (1) or more industry recognized certification, such as: Microsoft Certified IT Professional (MCITP), Comptia A+/Network+, Apple Certified Technician.
- Experience operating and supporting IBM-I /AS400 and LINUX operating systems.
The above statements are intended to describe the general nature of work performed by the employees assigned to this job. All employees must comply with Company policies and applicable laws. The responsibilities, duties and qualifications required of personnel may vary.