IT Service Delivery Analyst (On-site)
*This is an on-site requirement in Chicago, IL*
Optomi, in partnership with one of our premier clients, is seeking an IT Service Delivery Analyst to join their team! This candidate will be responsible for acting as a liaison between the business and IT organization. You will be responsible for managing and resolving tickets within the SLA and provide support for IT related issues from software to hardware including applications, iPhones, workstations, and printers, escalating when needed.
What the Right Candidate will Enjoy:
- The opportunity to work with a rapidly growing company, with ample opportunities for advancement!
- The chance to work in environment focused on developing talent, collaboration, and diversity!
- The ability to work alongside knowledgeable individuals in the field for continued learning opportunity!
Experience of the Right Candidate:
- Minimum 3 years’ experience in similar position/role.
- Minimum 3 years supporting Microsoft Windows 10, Office 365 and related hardware in a midsize company.
- Customer service orientated personality is a must.
- Understanding of IT Service Management.
- Ability to present and discuss technical information in a meaningful way to end-users.
- Documentation, Organization and Prioritization.
- ITIL certification is a plus.
Responsibilities of the Right Candidate:
- Represent IT to the business, and be the voice of the business to IT.
- Align IT service offerings with business strategies, goals, and objectives.
- Participate in and collaborate with the Global Service Delivery teams.
- Troubleshoot 1st and 2nd level IT related issues from applications to hardware (workstations/phones / tablets).
- Receive, log, and manage incidents and service requests using ServiceNow.
- Maintaining an asset inventory and track changes.
- Develop and maintain documentation / KB articles.
- Troubleshoot basic network issues.
- Escalate unresolved calls to the next level of support.
- Drive customer adoption and compliance.
- Develop and facilitate training sessions.
- Responsible for business satisfaction and the end user experience.
- The collective management of our hardware lifecycle (workstations, phones, peripherals, etc.) will be the responsibility of the local teams.
- Suggest improvements ideas within the team.
- Suggest innovation initiatives to add value to the business.
