IT Service Delivery Associate

Job purpose

The Service Delivery Associate will serve as a customer advocate and liaison between multiple IT groups for the design, transition and operational activities of new and existing services across the IT service portfolio. The responsibilities involve ensuring that services are delivered efficiently by IT and with the required level of quality for the customer. An articulate and approachable technology advocate, skilled in providing informed technology consulting services, while also maintaining support standards and practices; dynamically adapts and eagerly cooperates with other members of the IT team to address shifting needs, priorities, and technology trends. This is an extremely public position, requiring regular, effective communication with the IT team, business and service owners.

Duties and responsibilities

• Participate in both small- and large-scale projects for the design, transition and operational activities associated with the delivery of new or existing services to the user community.
• Setup and Configure desktop/Laptops per business needs
• Training new hires, and current staff on equipment.
• Mobile Device management setup
• Create/Setup new users in Active Directory
• Manage Access as per business needs to users/Dept
• Support SAP users, setup and create connections
• Setup Cisco Voip Devices
• Troubleshooting computers, peripherals, and voip phones.
• Some knowledge on uniflow printing
• Experience troubleshooting VPN end-user connections.
• Able to troubleshoot with end-users via chat, email, and phone calls.
• Experience in troubleshooting small to enterprise printers and scanners
• Experience in windows 7 environments
• Working knowledge of windows 10 migration and deployment.
• Experience in gotomeeting conferencing software; troubleshooting as well.
• Knowledge in OS and Android mobile phones
• Knowledge of windows 7, windows 10, and Mac OS.
• Build trusting, productive, and sustainable relationships and partnerships with customers to allow IT to deliver maximum value in the services offered across the IT service portfolio.
• Manage, prepare and deliver highly-effective a  documentation  and other material, in consultation with business and service owners and IT teams, to customers and IT team members in support of the services across the IT service portfolio.
• Develop and maintain both one-time and regular communications to business and service owners, IT teams, department heads using multiple communications channels, including email, in-person, in support of new and existing services across the IT service portfolio.
• Work with IT team to deliver and optimize service offerings and implement initiatives to drive consistent service delivery across the IT service portfolio.
• Seek opportunities for continuous service improvement by actively reviewing services across the IT service portfolio and working with business and service owners and IT teams to effect change.
• Provide emergency after hours support as needed

Qualifications

• BS Degree in Computer Science or equivalent working experience
• 2+  years of service delivery experience  complex business environment
• 2+ Year Technical Hands on Experience with Windows Desktop OS
• Experience with Content Areas: Active Directory Administration, Windows 7 and 10, MS Office, TCPIP Networking
• Strong organizational skills.
• Excellent communication skills, both written and oral.
• Strong organizational skills.
• Excellent customer service skills.
• Flexible, team player, “get-it-done” personality
• Ability to organize and plan work independently with little direction
• Ability to work in a rapidly changing environment
• Ability to multi-task and context-switch effectively between different activities and teams
• Highly self-motivated and self-directed in the pursuit of excellence.
• Strong maturity, professionalism, and judgment.
• Meticulous attention to detail and organization.
• Openly embraces change.
• Must possess outstanding written, oral and interpersonal communication skills with a strong dedication to customer service.
• Proven experience working collaboratively in a team-oriented environment.
• Proven proactive problem-solving skills.
• In depth technical knowledge of current network and operating systems, hardware, standards, account management, and enterprise software.
• Experience working with project teams.
• Experience in Pharmaceutical Industry preferred