IT Service Delivery Analyst-apply

Job Description/Requirements

• Excellent customer-oriented communication skills, the capacity to operate individually or as a team, and the ability to apply initiative are requirements for this fast-paced, interesting internal facing role. The chosen applicant will become a member of the Cloud Factory’s Global IT Team, namely the Global IT Service Delivery Team. This group offers worldwide IT support services to all end users.This role offers an individual with the basic IT skills the opportunity to expand their knowledge into all aspects of core IT administration, end user computing, networking and business critical application support.Cloud Factory’s focus is to grow a first-class internal IT operation, which provides the tools, procedures, methods, support and infrastructure for a rapidly expanding global operation. This role will require working in shift-based schedules, providing support 24×7.The ideal candidate will be highly motivated with an excellent customer focused approach and commitment to service delivery.Essential Functions:Delivery of Support Services
• accepting incoming emails, calls, and tickets from users experiencing technical IT problems (hardware & software) with the goal of resolving them quickly and offering excellent customer support.
• In charge of overseeing the tracking of requests and incidents from the point of identification to the point of resolution and making sure that the proper categories are used for logging and elevating requests and incidents.
• Interact with end users to resolve IT related issues and provide IT Support in a timely manner in line with the defined Service Level Agreements (SLAs) and the same is adhered by the Help Desk analysts.
• The modes of support provided will include the use of remote-control software and email or phone call or chat support to Cloud Factory’s pan Global user base.
• Provide end-user IT support for all internal Cloud Factory employees, ensuring that the end-to–end customer experience is positive, consistent and high quality.
• Performing basic and intermediate level technical troubleshooting for IT issues/problems as per the scope defined.
• Asking the customers targeted questions to quickly understand the root of the problem and escalating promptly if required.
• Keeping track of the issues through to resolution (if the issue can be resolved within the scope of the 1st Level), within agreed time limits.
• Escalate complex incidents to appropriate 2nd line or 3rd line Global IT Service Delivery team members in line with department-wide and company-wide policies and procedures to ensure customer demands are met within the defined SLAs and Operational Level Agreements (OLAs).
• Gathering and documenting as much information as possible for the escalation teams to perform advanced investigation on the issue. Collaborate with other Global IT teams like the Enterprise IT, etc. as required especially when the resolution of the reported IT issues is dependent on the change or fix which is to be implemented on Enterprise Level.
• Responsible for the management of all IT issues assigned to them through the ITSM system and ensuring that the status and history of issues are monitored, updated and closed on completion.
• Provide both remote and on-premises desktop level technical support (if required) including troubleshooting Windows, Linux and MAC OS environments, installing and upgrading software and configuring systems and applications.
• Provide technical and administrative assistance for all IT managed On-premises or SAAS based solutions or applications.
• Responsible for planning and organizing daily workload. This includes prioritizing service calls and adjusting work plans to support high priority calls to meet operational requirements.
• Responsible for ensuring that all IT policies and procedures are followed. Respect Cloud Factory’s policies and procedures on IT security and compliance.
• Observe IT protocols, uphold standards and documentation, and provide necessary contributions to IT asset management.
• Perform any other tasks of a comparable caliber and importance that may occasionally be needed.
• The job will need to perform ad hoc project work as part of ongoing development.
  Location/Mobility The post holder will not be required to travel between Cloud Factory offices as this is a remote support role. Data Protection The post holder should be aware of the legislation behind data protection within their jurisdiction and follow relevant regulations and codes of practice to ensure appropriate action is taken to safeguard confidential information.

General

This job description is not exhaustive and can be altered in consultation with the post holder. The post holder will be required to work in shift-based schedules which may include working on weekends and public holidays.

Requirements

– 2 years’ experience within an IT Support/Service Delivery environment. Bachelor’s degree in science or computers or equivalent.

Desirable

1 year experience in the Applications Support environment. Foundation Certificate in ITIL.Skills/Knowledge

Essential

The ideal candidate should possess the basic or intermediate level of working knowledge and hands-on experience on the following aspects:

Basic level of technical experience in the following areas: Remote and On-premises technical support for Windows/Linux/MAC environments G-SUITE Applications Desktop Applications Antivirus technologies Active Directory services Internet technologies (WWW \ FTP \ EMAIL \VPN etc.) Basic Networking protocols TCP/IP Hands-on experience working in one or more ITSM toolsets Proven expertise in reducing call volumes through trending and service improvement. Previous experience working within a customer-focused environment is essential. Strong fault-finding skills, combined with the ability to guide people remotely through IT systems to gather pertinent information. Good verbal and written communication skills (English) Excellent email/chat/telephone etiquette and good interpersonal skills.

Desirable

O365 and Microsoft Exchange exposure to or familiarity with client management tools familiarity with cloud infrastructure services, such as AWS. familiarity with the ITIL framework

Individual

Essential

Customer-focused approach to dealing with service and incident requests. Ability to work effectively with various types of end-users. Ability to work under pressure efficiently. Ability to multitask, prioritize and manage workload. Self-motivated and self-reliant with ability to work independently. Excellent attention to detail and be proactive, hardworking and patient. Ability to excel both independently as well as part of a team. Professional –punctual, reliable, trustworthy, inspires confidence. Applicants should have willingness toward self-improvement and continuous learning.Reporting Line

The post holder reports into Global IT Service Delivery Manager.Benefits

Great Mission and Culture Meaningful Work Market competitive salary Quarterly variable compensation Remote and Home working Commuter/home office, internet and airtime allowance Comprehensive medical cover including dental, vision and emergency benefits and an annual Health Spending Account Group life insurance Personal development and growth opportunities Office snacks and lunch Periodic team building and social eventsJoin us and change the world for the better. If you are skilled and humble, with a commitment to lifelong learning, and you’re curious about the world and its people, you could be a good fit at Cloud Factory. We welcome the unique contributions you can bring to help us build a diverse, inclusive workplace because we connect, learn, and grow stronger from our differences. We want you to bring your whole, authentic self to work.