IT Service Delivery Technician

Job Description:

The Technician in IT Service Delivery is a vital role focused on the operational aspects of IT services within an organization. This position entails the hands-on management of IT service requests, including installation, configuration, and troubleshooting of hardware and software. The technician ensures optimal system performance, provides user support, and maintains accurate service documentation. With a commitment to service excellence, this role is essential for ensuring that IT services are delivered effectively and efficiently, aligning with business needs and enhancing user experience.

CORE RESPONSIBILITES:

Technical Support:

• Provide technical support to customers via phone, email, or in person
• Troubleshoot and resolve hardware and software issues
• Install and configure new equipment and software
• Maintain and update existing systems
  • Train users on new technology and software Service Delivery Management:
• Manage service requests and ensure timely resolution
• Monitor service performance and identify areas for improvement
• Collaborate with other teams to implement service improvements
  • Develop and maintain service level agreements (SLAs) Customer Relationship Management:
• Build and maintain relationships with customers
• Understand customer needs and provide solutions
• Gather feedback and address any concerns or issues
  • Communicate service updates and changes to customers Documentation and Reporting:
• Document all service requests and resolutions
• Maintain accurate inventory of equipment and software
• Generate reports on service performance and customer satisfaction
  • Identify trends and make recommendations for improvement Project Management:
• Assist in planning and implementing IT projects including but not limited to Network upgrade/dressing, manufacturing machine / IT tool support, UPS, and AV-related support.
  • Coordinate with cross-function team members and stakeholders to ensure project success
• Monitor project progress and adjust plans as needed
• Provide updates and reports to management on project status Quality Assurance:
• Ensure all services and processes meet quality standards
• Conduct regular audits and reviews to identify any issues or areas for improvement
• Implement corrective actions as needed to maintain quality standards
• Stay updated on industry best practices and incorporate them into service delivery processes.

High Impact Behaviors:

• Continuous Professional Development:
  Professionals should be committed to lifelong learning, seeking out opportunities for self-improvement, and staying abreast of industry trends and best practices.
• Collaboration and Teamwork:
  Effective professionals understand the value of collaboration. They work well with others, contribute to team goals, and understand that diverse perspectives can lead to better solutions.
• Results-Driven Performance:
  High-performing professionals focus on delivering results. They set high standards for their own performance and are committed to achieving objectives efficiently and effectively.

QUALIFICATIONS:

• A bachelor's degree in Computer Science, Information Technology, or a related field with at least 3-5 years experience or equivalent work experience that provides exposure to fundamental theories, principles, and concepts.
• Proficiency in troubleshooting and resolving issues with computer systems, networking, and various software applications.
• Strong customer service skills with the ability to communicate effectively with nontechnical users.
• Industry certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or ITIL Foundation are highly desirable.
• Excellent problem-solving abilities to diagnose and resolve technical issues promptly.
• Ability to work well in a team environment and collaborate with other IT professionals.
• Additional Job Description Individual Contributor:

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Requires expanded knowledge and experience in own area; incumbents are still acquiring higher-level knowledge and skills.

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Builds knowledge of the company, processes, and customers.

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Solves a range of straightforward problems.

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Analyses possible solutions using standard procedures. >
Receives a moderate level of guidance and direction.