IT Service Delivery Technician II

THE ROLE :

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 :

Additional Job Description

Individual Contributor :

Builds knowledge of the company, processes, and customers.

Solves a range of straightforward problems.

Analyses possible solutions using standard procedures.

Receives a moderate level of guidance and direction.