Job Title: Service Delivery Specialist
We are seeking a highly skilled and motivated Service Delivery Specialist to join our team.
* Main Responsibilities:
o Provide expert technical support via email and remote tools, ensuring timely resolution of issues.
o Diagnose and resolve complex problems involving Office 365, Salesforce, Slack, and other business applications.
o Log, track, and manage incidents and service requests across various platforms.
* Client Interaction:
o Deliver exceptional customer experience through professional communication and clear issue escalation.
o Translate technical jargon into user-friendly language for seamless client understanding.
o Evaluate unresolved issues and ensure timely follow-up with internal teams and vendors.
* Service Management:
o Implement ITIL-aligned processes for incident, problem, and change management.
o Monitor and meet Service Level Agreement (SLA) requirements for all client requests.
o Identify opportunities to enhance service delivery and client satisfaction.
* Collaboration & Documentation:
o Foster close relationships with internal teams and vendors to resolve complex issues efficiently.
o Maintain accurate documentation of incidents, changes, and resolutions in knowledge base articles.
o Create and update knowledge base articles for recurring issues to streamline future reference.
Benefits:
* Opportunity to work with cutting-edge technologies.
* Chance to develop skills in incident, problem, and change management.
* Dynamic and supportive team environment.