Service Delivery Specialist I

4 weeks ago

Minneapolis, Minnesota, United States The Zeiss Group Full time

About Us:

How many companies can say they've been in business for over 177 years?

Here at ZEISS, we certainly can As the pioneers of science, ZEISS handles the everchanging environments in a fast-paced world, meeting it with cutting edge of technologies and continuous advancements. ZEISS believes that innovation and technology are the key to a sustainable future and solutions for global change. We have a diverse range of portfolios throughout the ZEISS family in segments like, Industrial Quality & Research, Medical Technology, Consumer Markets and Semiconductor Manufacturing Technology. We are a global company with over 42,000 employees and have over 4,000 in the US and Canada alone Make a difference, come join the team

What's the role?

The Service Delivery Specialist I plays a crucial role in troubleshooting basic-level issues and ensuring the smooth functioning of IT services within the "Regional Service Hub." This position acts as the first point of contact for user support within the region, handling tasks and activities to maintain high levels of user satisfaction.

Sound Interesting?

Here's what you'll do:

Service Delivery - Policies & Procedures:

  • Perform all Service Delivery tasks and activities in accordance with established policies and procedures of the Service Delivery function.

Business/IT Service Planning:

  • Engage in proactive joint-planning sessions with Business group users to anticipate their needs and mitigate service disruptions by scheduling service windows effectively.
  • Ensure seamless support for client business changes while upholding service levels and minimizing the risk of IT service disruptions.

IT Service Delivery Support:

  • Execute all service delivery tasks and activities adhering to IT Service Delivery Support standards and practices to ensure high availability and performance services.
  • Provide timely and responsive user support, following incident, problem, and change management processes guided by ITIL practices.

BG User Satisfaction:

  • Monitor and report on customer satisfaction metrics against agreed service level agreements.
  • Act as the primary point of contact for business users, maintaining a program of Customer Satisfaction metrics, including gathering, reporting, and monitoring feedback.

Project Management:

  • Assist BG users with business process and IT-related initiatives to enhance business capabilities and leverage technology for business enablement.

Service Delivery and RTC Integration & Collaboration:

  • Collaborate with the Regional Technical Center by participating in regular operational service reviews to drive continuous service improvements and enhance user satisfaction.

Local IT Service Support:

  • Provide responsive and effective first-line on-site and remote service support for all IT services and applications used by Business Group users, including those managed by the business.

Business Relationship Management:

  • Cultivate and maintain trusted and credible working relationships with Business Group users, demonstrating a customer-focused service orientation grounded in service excellence.

Do you qualify?

  • College Degree, Technical training, or certifications desired.
  • Minimum of 2 years of IT and Service Delivery Support experience required.
  • Experience in performing hardware fix and upgrade on desktop and laptop devices.
  • Knowledge in Windows 7, 10 Operating system, MS office 365, MS Teams.
  • Experience in effectively troubleshooting local network environment.
  • Knowledge in MS concepts such as DHCP, DNS.
  • Service Now and TeamViewer experience a plus.
  • Certifications in the area of responsibility a plus.
  • Must be capable of in person and Remote end user support with good customer support skills.
  • Effective verbal and written communication skills

Your ZEISS Recruiting Team:

Maria Khalil

Zeiss provides Equal Employment Opportunity without unlawful regard to an Applicants race, color, religion, creed, sex, gender, marital status, age, national origin or ancestry, physical or mental disability, medical condition, military or veteran status, citizen status, sexual orientation, pregnancy (includes childbirth, breastfeeding or related medical condition), genetic predisposition, carrier status, gender expression or identity, including transgender identity, or any other class or characteristic protected by federal, state, or local law of the employee (or the people with whom the employee associates, including relatives and friends).

ZEISS is an EEO/AA/M/F/Disabled/Veteran Employer

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