Our global Tech team operates in an agile manner within a dynamic product environment, fostering collaboration where innovation thrives. Your contributions will directly influence the development of our cutting-edge products. As a key player in our agile setup, you'll have the opportunity to enhance efficiency, foster creativity, and play a pivotal role in our product development process. Join a team that embraces adaptability and values continuous improvement to stay at the forefront of global technology advancements.
THE PRODUCT(S) YOU WILL WORK ON / THE TEAM YOU WILL WORK WITH
The Service Delivery area is part of the Service Management GES department TECH. The main goal is to ensure that all services provided by TECH are running properly. The team is composed of SD Managers, SD Senior Analysts, SD Analysts, and L2 External Support Staff On Site.
WHAT IS EXPECTED OF YOU
The Service Delivery Analyst supports the Service Delivery Team to deliver the best user experience, as the team is accountable for user satisfaction.
He/She ensures the proper functioning of technical equipment, with a focus on VIP/EXEC users, and reports service delivery performance to the Service Delivery Manager.
* Support the Service Desk in on-site resolution of incidents (repair or replace parts, debugging).
* Provide end-user coaching to familiarize local users with devices and collaboration tools to facilitate adoption.
* Ensure the technical efficiency (network devices, software) of the building.
* Consolidate reporting KPIs to inform the Service Delivery Manager.
* Set up workstations with computers and peripherals (routers, printers, etc.).
* Verify operation of hardware components (hard drives, mouse, keyboards, etc.).
* Install and configure software according to specifications.
* Develop and maintain local area networks to optimize performance.
* Maintain records/logs of repairs and maintenance schedules.
* Identify equipment shortages on-site and place orders.
* Support, advise, and meet with VIP members as needed.
Required Profile:
* Support for Windows & Apple devices and OS.
* Basic knowledge of Active Directory, network environments, mobile devices, and meeting room equipment.
* Support for productivity and desktop tools.
* Fluent in English and basic knowledge of project management.
* Certificate of Higher Education.
* Experience in resolving L0/L1/L2 incidents.
* Customer-oriented attitude.
* Effective and efficient problem-solving skills.
* Ability to manage and share knowledge.
* Teamwork skills.
* Deep knowledge of the company's service catalog.
* Excellent communication skills, both written and verbal.
* Proactive approach.
* Knowledge of the local environment and specificities.
* Knowledge of Microsoft O365 tools.
Additional Details:
Employment Type: Full-Time
Experience: (Specify years of experience)
Vacancy: 1
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