Delivery Analyst
About The Position
Responsible for enhancing the customer experience by empowering users to independently resolve IT issues through innovative self-service solutions. This role involves designing and delivering training programs that educate users on using automated support tools, self-service portals, and knowledge base resources effectively. The Self-Service Trainer collaborates with IT teams to identify opportunities for automation and process improvement, ensuring alignment with organizational goals to reduce reliance on traditional Service Desk support. They create engaging training materials, conduct workshops, and provide ongoing support to promote user adoption of self-service solutions. By fostering a culture of self-sufficiency, the Self-Service Trainer helps minimize downtime, improve productivity, and elevate overall service quality.
Requirements
- Minimum four (4) years' experience performing IT support/help desk roles and responsibilities
- Ability to obtain a Public Trust clearance
Nice To Haves
- Bachelor's degree
Responsibilities
- In-depth knowledge of IT service desk operations
- Expertise in ticket resolution and escalation
- Strong customer service and communication skills
- Ability to identify and resolve recurring issues
- Analytical skills
- Omnichannel Support
Benefits
- medical
- dental
- vision insurance
- flexible spending or health savings account
- life and AD&D insurance
- short and long term disability coverage
- paid time off
- employee assistance
- participation in a 401k program with company match
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
