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Service Delivery Analyst

2 months ago

Houston, United States Converge Resources Full time

Overview:

We are seeking an experienced IT Service Delivery Analyst to join our client's team in the Memorial City area. The primary responsibility of this role is to provide comprehensive support for business applications and systems. The IT Service Delivery Analyst will handle help desk and desk side support tasks related to end users' systems and applications, ensuring timely and effective resolution of issues while adhering to business SLAs.

Key Responsibilities:

  • Provide first and second-level support for business applications and systems.
  • 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
  • Handle help desk and desk side support duties, including troubleshooting and resolving end-user issues related to systems and applications.
  • Triage all incoming support incidents and requests, aiming for swift resolution or escalating to the appropriate support teams.
  • Ensure timely responses to support tickets in accordance with business SLAs.
  • Maintain and update documentation related to support activities and processes.
  • Collaborate with other IT teams to ensure seamless support and delivery of services.

Qualifications:


  • 5+ years’ experience in working within a technical support role, including proven and demonstrable PC (desktop, laptop, mobile devices), printer, monitor, phone, and other IT hardware troubleshooting skills.
  • 2+ years’ experience with Microsoft technologies, including the following:
  • Windows 10 Operating Systems
  • Microsoft Office/Office365
  • Active Directory management
  • Intune
  • Exchange Management Console
  • Experience with Active Directory (creating user accounts, distribution lists, performing password resets and account unlock).
  • Familiarity with VDI and VMWare
  • Strong troubleshooting and problem-solving skills.
  • Excellent communication and customer service skills.
  • Ability to work independently and as part of a team in a fast-paced environment.

Preferred Qualifications:

  • Experience in an ITIL environment.
  • Familiarity with other Microsoft technologies and tools.
  • Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or equivalent.

Why Join Us:

  • Opportunity to work with a dynamic team in a leading organization.
  • Growth potential with a contract-to-hire position.
  • Competitive compensation and benefits package.


If you are a skilled IT professional with a strong background in Microsoft technologies and a passion for delivering high-quality service, we encourage you to apply for this exciting opportunity.