Service Delivery Analyst - Bilingual

DPR • Atlanta, GA

2d

About The Position

Provides technical support to enterprise users for hardware, software, cloud, and mobility platforms; troubleshoots incidents and fulfills service requests within service level agreements. Escalates complex issues appropriately and contributes to knowledge base updates to reduce recurring incidents.

Requirements

• Bachelor’s degree in computer science or a related field, or equivalent experience required.
• 2–4 years of experience in IT service desk or end-user support required.

Nice To Haves

• IT service management certification preferred.

Responsibilities

• Provides remote, phone, and electronic technical support for hardware and software issues.
• Documents and tracks incidents through to resolution and updates knowledge base content.
• Resolves tickets within established service levels and escalates when required.
• Troubleshoots laptops, mobile devices, and cloud-based applications; coordinates with specialist teams.
• Escalates incidents requiring advanced expertise to appropriate support tiers; supports user onboarding activities.
• Assists in root cause analysis of recurring issues and updates knowledge documentation.
• Trains users and promotes self-help resources to reduce repeat incidents.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level