IT Service Delivery Specialist
1 month ago
As an IT Service Delivery Specialist at Ivoclar Vivadent Manufacturing Inc., you will play a critical role in enhancing the customer experience by providing technical support and troubleshooting assistance for IT issues. This position requires strong communication skills, technical knowledge, and the ability to translate complex technical information into actionable customer-oriented solutions.
Key Responsibilities- Configure, troubleshoot, and resolve computer hardware, mobile devices, printers, and software problems in a networked environment.
- Proactively monitor application, network, internet, and cloud services to identify potential problems or improve efficiency.
- Inform users of unusual IT service interruptions.
- Analyze incidents to determine the initial cause, solve problems directly, or route incident tickets to responsible support areas.
- Follow up on all incidents to ensure timely resolution to the satisfaction of the customer, in line with Ivoclar Vivadent group service level agreements.
- Efficiently manage incident and service requests to ensure prompt addressing.
- Document incident resolutions for future reference in the ITSM tool.
- Accountability for improving the customer experience throughout the lifecycle of a service request or incident.
- Provide or assist in technical training of users to ensure proper use of IT hardware, applications, and processes/services.
- Perform administrative activities such as creating users, mailboxes, shared security/distribution groups administration, and others.
- Maintain licenses for departments/organizations.
- Prepare purchase requests by evaluating and verifying best-fit options.
- Prepare and maintain documentation for use by customers and IT personnel.
- Contribute to the development of methods and processes to permanently eliminate preventable errors and failures.
- Ensure customer expectations are met or exceeded.
- Review survey feedback to improve services and ensure staff meet defined metrics.
- Participate in projects throughout the Ivoclar Vivadent group, as requested.
- Implement and fulfill safety manual, personnel handbook, and regulatory requirements.
- Completed education in Technical or Business Informatics, preferred.
- Knowledge and practical experience in Microsoft-related systems, network technologies, and PC support.
- Typically requires 3 years' experience in IT or close to IT.
- Ability to successfully participate in a project and run small projects themselves.
- Strong verbal communication skills and interpersonal skills for providing support over the phone or in person, interaction with cross-functional teams inside global IT.
- Solution and result-oriented personality.
- Strong analytical thinking with high contribution level.
- Team player.
- Customer-friendly and proactive.
- Service-oriented, communicative, and cooperative.
- Ability to solve conflicts in an objective and solution-oriented way.
- Trustworthy, reliable, flexible, and resilient.
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