Service Delivery Analyst

Textron•Slidell, LA

16d

About The Position

In this role, you will be responsible for: · Be the initial IT point of contact for end user services, using critical thinking and process adherence to quickly assess and triage incoming requests and incidents · Delivering outstanding service to all business users through service ticket fulfillment, supporting activities such as onboarding and offboarding, software application support, PC and mobile device support, process documentation, and user training · Account provisioning and access management – provisioning and reclaiming access to network and applications in accordance with IT and cybersecurity requirements to ensure secure and efficient IT environments across users and systems. · Asset management including PCs, printers, and peripherals, ensuring owner and state accuracy, OS currency, and security controls are met · Technical troubleshooting and issue remediation for computer hardware, software, printers, mobile devices, audio/video presentation technology, various peripherals, and basic network equipment · Ticket queue management to ensure timely initial contact, assignment and closure of incidents and requests, maintaining team workload, and tracking resolution accuracy · Identifying and collaborating across IT teams, including application teams, corporate IT, and third-party providers to deliver solutions for advanced customer inquiries and challenges. · Designing, implementing, and maintaining IT operational processes & procedures, best practices, and customer service guidelines with a focus on continuous improvement · Working collaboratively with IT application teams, end users, business leadership, corporate IT, and third-party IT service providers · Identify and implement process automation to reduce manual repeated tasks and optimize efficiency across the team · Develop and maintain ticket metrics to measure ticket resolution status, ensure we are meeting target Service Level Agreements (SLAs) and identify focus areas of improvements · Conference room software and hardware support, and hands-on support for meetings · Supporting executive leaders and on-site executive meetings · Actively participating on various IT strategic project teams and drive timely delivery of key milestones · Vendor relationship management for hardware, software, service and audio/visual support

Requirements

Bachelor’s degree in Information Technology, Information Systems, Computer Science or a related field
2+ years of previous customer service experience, with proven interpersonal skills, a drive for providing exceptional customer experience, and the ability to relate and communicate with individuals with diverse backgrounds.
Strong critical thinking skills need to manage ambiguity and troubleshoot a variety of issues
Knowledge of IT processes including desktop support, application installation and maintenance, servers, storage, network & telecommunications, and cybersecurity standards and policies
Strong knowledge of IT systems including Microsoft Windows and Windows Update processes
Microsoft Windows Server, Active Directory, and SQL Server
Knowledge and experience with ticket management software, workflow development and automation best practices. Experience with ServiceNow a plus
Proficiency with Microsoft 365 suite including Office applications, Teams, Outlook, SharePoint, OneDrive
Self-motivated and takes initiative to go beyond the minimum requirements. Passion for learning, problem-solving, and developing new skills within the field of IT.
Strong organizational aptitude to manage and balance competing priorities.

Nice To Haves

Experience with ServiceNow a plus

Responsibilities

Be the initial IT point of contact for end user services, using critical thinking and process adherence to quickly assess and triage incoming requests and incidents
Delivering outstanding service to all business users through service ticket fulfillment, supporting activities such as onboarding and offboarding, software application support, PC and mobile device support, process documentation, and user training
Account provisioning and access management – provisioning and reclaiming access to network and applications in accordance with IT and cybersecurity requirements to ensure secure and efficient IT environments across users and systems.
Asset management including PCs, printers, and peripherals, ensuring owner and state accuracy, OS currency, and security controls are met
Technical troubleshooting and issue remediation for computer hardware, software, printers, mobile devices, audio/video presentation technology, various peripherals, and basic network equipment
Ticket queue management to ensure timely initial contact, assignment and closure of incidents and requests, maintaining team workload, and tracking resolution accuracy
Identifying and collaborating across IT teams, including application teams, corporate IT, and third-party providers to deliver solutions for advanced customer inquiries and challenges.
Designing, implementing, and maintaining IT operational processes & procedures, best practices, and customer service guidelines with a focus on continuous improvement
Working collaboratively with IT application teams, end users, business leadership, corporate IT, and third-party IT service providers
Identify and implement process automation to reduce manual repeated tasks and optimize efficiency across the team
Develop and maintain ticket metrics to measure ticket resolution status, ensure we are meeting target Service Level Agreements (SLAs) and identify focus areas of improvements
Conference room software and hardware support, and hands-on support for meetings
Supporting executive leaders and on-site executive meetings
Actively participating on various IT strategic project teams and drive timely delivery of key milestones
Vendor relationship management for hardware, software, service and audio/visual support