AUFGABEN

The IT Service Delivery Analyst is an advocate for our users, whose primary objective is helping all our users be more efficient and productive.
This is achieved by focusing on two key areas of responsibilities: The first is to be the primary escalation point, providing both in-person and remote technical support to our users, including troubleshooting complex issues, maintaining clear process documentation, and ensuring timely resolution of incidents to support business continuity. Additionally, the analyst will contribute to strategic IT initiatives, enhancing service delivery and documentation.

The second responsibility is to develop specialized expertise based on the needs of the company and the individual’s skillsets, and become a Subject Matter Expert (SME) in one or more of the following areas with the goal of improving operational efficiency and user experience:

• Windows & O365
• Predictive Analytics
• Artificial Intelligence (AI)
• Cloud
• Security
• MacOS
• Deployment (SCCM/Intune)

As a SME, the IT Service Delivery Analyst will serve as the escalation point for specialized issues, and will be primarily responsible for creating, maintain, and sharing clear process documentation. The analyst will also need to be curious and propose improvements to optimize support efficiency and effectiveness. Approximately 35% of their time will be dedicated to this area.

REQUIRED QUALIFICATIONS:

• Associate’s or Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• 3+ years of experience in IT support, with at least 2 years in a Level 2 or similar role.
• Strong technical skills in troubleshooting and supporting Windows and macOS operating systems.
• Experience with Active Directory, Microsoft 365, Cloud technologies, VPN, and remote access tools.
• IT certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate are preferred.

• Serve as the primary IT point of contact for local offices, gathering user feedback and understanding their regional IT needs.
• Document all interactions, updates, and resolution accurately in our ticketing system.
• Ensuring all processes are thoroughly documented and regularly updated in the IT knowledge base.
• Diagnose and resolve hardware and software issues, including operating system, network connectivity problems, and application errors.
• Manage local and regional office IT support, including moves and changes, to ensure smooth operations. Domestic and international travel may be required.
• Support onboarding activities related to mergers and acquisitions, ensuring seamless integration into existing systems.
• Handle escalations from Helpdesk and requests from other IT Service Delivery Analysts and other internal IT staff.
• Act as a liaison between the end-users and the engineering and infrastructure teams, ensuring that the user experience remains a priority.
• Assist in deploying, configuring, and maintaining IT assets and applications, including performing software installations, upgrades, and patches.
• Participate in IT projects, such as hardware rollouts, software deployments, and office relocations.
• Keep track of project progress and communicate updates to key stakeholders in a timely manner.
• Ensure adherence to IT policies, procedures, and security standards.