Service Delivery Specialist

Overview:

The Service Delivery Specialist is a highly knowledgeable and experienced professional who plays a vital role in ensuring the seamless operation and continuous improvement of Bunge’s Business Technology (BT) services at local level. This individual will support and manage various aspects of BT operations, including application and operating system support, vendor management, and project implementation. This role demands strong technical expertise, exceptional problem-solving abilities, and a proactive approach to identifying and addressing potential BT challenges.

• Hardware Support: Installing, configuring, troubleshooting, repairing, and replacing desktops, laptops, printers, mobile devices, and other peripherals. This might also include server and network device support depending on the specific role.
• Software Support: Installing, configuring, and troubleshooting operating systems, applications, and software updates. This can include resolving application errors and assisting users with software usage.
• Network Support: Troubleshooting basic network connectivity issues
• User Onboarding/Offboarding: Setting up new user accounts, configuring equipment for new hires, and reclaiming equipment from departing employees.
• Documentation and Knowledge Management: Creating and maintaining documentation, such as standard operating procedures (SOPs) and knowledge base articles, to facilitate issue resolution and knowledge sharing.
• Vendor Management: Coordination and management with different contractors, vendors and MSP. Manage daily relationships with BT vendors, handle procurement processes, oversee invoice processing, and ensure timely delivery of services.
• Incident and Request Management: Utilizing ticketing systems (Service Now) to track, manage, and resolve user requests and technical issues.
• Meeting Room Support: Setting up and maintaining meeting room technology, including audio/visual equipment and video conferencing systems.
• Project Work: Lead and/or participate in local business & BT infrastructure projects, such as upgrades, migrations, and new deployments.
• BT Asset Refresh Management: Plan and execute timely refreshes of BT assets, including laptops, desktops, servers, and networking devices, ensuring optimal performance and productivity.

• Bachelor’s degree, or equivalent combination of education and experience, in Computer Science, Information Technology, or a related field.
• 2+ years of proven experience in an IT support role, demonstrating a strong understanding of IT operations, infrastructure management, and service delivery.
• Proven ability to lead and manage IT projects.
• Excellent communication and interpersonal skills
• Expertise and contributions directly impact on the efficiency and reliability of BT systems and services, influencing the productivity of end-users and the success of business operations.
• Effective collaboration with various stakeholders, including BT team members, vendors, and business users, to ensure alignment and successful outcomes.
• Problem-solving and technical skills are essential for minimizing system downtime, mitigating risks, and maintaining secure and productive BT services.
• Deep understanding of ITIL framework and best practices
• Strong understanding of BT asset management principles
• Communication:
  Clearly conveying complex technical information to non-technical users, actively listening to user concerns, and providing effective solutions. Excellent written and verbal communication skills are crucial.
• Teamwork and
  
  Collaboration:
  
  Working effectively with colleagues, sharing knowledge, and contributing to a team environment.
• Customer Service:
  Providing friendly, professional, and empathetic service to clients, building rapport, and managing customer expectations.
• Adaptability:
  Adjusting to changing priorities, new technologies, and different client environments.
• Technical competencies:
  o Hardware Expertise:
  Deep understanding of computer hardware, including desktops, laptops, servers, peripherals, and mobile devices. This includes diagnosing hardware problems, performing repairs and replacements, and understanding compatibility issues.
  o…