Job Title: IT Service Delivery Specialist
The ideal candidate will deliver exceptional technical support to clients, ensuring smooth and efficient operation of their IT environments.
1. Key Responsibilities:
* Client Interaction:
o Deliver a professional, customer-focused experience during all interactions.
o Translate technical issues into clear, user-friendly language.
o Escalate unresolved issues appropriately and ensure timely follow-up.
* Service Management:
o Adhere to ITIL-aligned processes for incident, problem, and change management.
o Monitor and meet SLA requirements for all client requests.
o Identify opportunities to enhance service delivery and client satisfaction.
* Collaboration & Documentation:
o Work closely with internal teams and vendors to resolve complex issues.
o Maintain accurate documentation of incidents, changes, and resolutions.
o Create and update knowledge base articles for recurring issues.
Required Skills and Qualifications:
* Excellent communication and interpersonal skills.
* Ability to diagnose and resolve technical issues in a timely manner.
* Knowledge of IT service management principles and practices.
* Experience working in a fast-paced, dynamic environment.
* Ability to work independently and as part of a team.
Benefits:
* Competitive salary and benefits package.
* Opportunities for career growth and professional development.
* A supportive and collaborative work environment.
Others:
* Contribute to the success of our team by being proactive, flexible, and adaptable.
* Pursue ongoing learning and development opportunities to improve job performance.