IT Service Delivery Specialist
3 weeks ago
We are seeking an experienced IT Service Delivery Analyst to join our team at Converge Resources. The primary responsibility of this role is to provide comprehensive support for business applications and systems.
Key Responsibilities- Provide First and Second-Level Support: Offer technical assistance to end-users for business applications and systems, ensuring timely and effective resolution of issues.
- Manage Service Delivery/Help Desk Requests: Handle requests for service-related items, including account setup, terminations, access control, password resets, file and application support, printer and hardware diagnostics, and special desktop setups.
- Handle Help Desk and Desk Side Support Duties: Troubleshoot and resolve end-user issues related to systems and applications, providing timely responses to support tickets in accordance with business SLAs.
- Triage Incoming Support Incidents: Swiftly resolve or escalate support incidents to the appropriate teams, ensuring seamless support and delivery of services.
- Maintain and Update Documentation: Keep documentation related to support activities and processes up-to-date, ensuring accurate and reliable information.
- Collaborate with IT Teams: Work closely with other IT teams to ensure seamless support and delivery of services, promoting a culture of collaboration and teamwork.
- Technical Experience: 5+ years of experience in a technical support role, with proven skills in PC (desktop, laptop, mobile devices), printer, monitor, phone, and other IT hardware troubleshooting.
- Microsoft Technologies: 2+ years of experience with Microsoft technologies, including Windows 10 Operating Systems, Microsoft Office/Office365, Active Directory management, Intune, Exchange Management Console, and Active Directory (creating user accounts, distribution lists, performing password resets and account unlock).
- VDI and VMWare: Familiarity with VDI and VMWare, with strong troubleshooting and problem-solving skills.
- Communication and Customer Service: Excellent communication and customer service skills, with the ability to work independently and as part of a team in a fast-paced environment.
- ITIL Environment: Experience in an ITIL environment, with familiarity with other Microsoft technologies and tools.
- Certifications: Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or equivalent.
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