Service Delivery Analyst - Bilingual
Core
Provides technical support to enterprise users for hardware, software, cloud, and mobility platforms, troubleshooting incidents and fulfilling service requests.
Role type
Service Delivery Analyst (IT Service Desk)
Builds
IT support services for enterprise users
Domain
IT Infrastructure & End-User Support
Deliverable
client delivery
Required skills
hardware troubleshooting, software troubleshooting, cloud platform support, mobility device support, incident management, knowledge base documentation, root cause analysis, user training
Preferred skills
IT service management certification
Technologies
laptops, mobile devices, cloud-based applications
Responsibilities
Provide remote, phone, and electronic technical support for hardware and software issues; Document and track incidents through to resolution; Resolve tickets within established service levels; Troubleshoot laptops, mobile devices, and cloud-based applications; Escalate incidents requiring advanced expertise; Assist in root cause analysis of recurring issues; Train users and promote self-help resources
