Service Delivery Expert

The ideal candidate will have a proven track record of delivering high-quality IT support to our global user base. As a technical resource and trusted problem solver, this individual will resolve complex issues while elevating the overall performance of the Service Desk by modeling excellence in execution, documentation, and customer care.

• This role requires an individual who can serve as a senior point of contact for IT support requests via phone, email, and chat with a calm, confident, and user-centered approach.
• Troubleshooting and resolving technical issues involving hardware, software, networking, and enterprise applications is essential for this position.
• The successful candidate will own and drive resolution for high-impact and escalated issues ensuring clear communication and timely follow-through.
• This role involves documenting all activities in the IT Service Management platform with precision and completeness.
• Mentoring and supporting junior agents by sharing best practices, troubleshooting techniques, and knowledge resources is crucial for this position.
• Creating, refining, and reviewing knowledge base articles to improve team consistency and issue resolution quality is a key responsibility.
• Using remote support tools to conduct advanced diagnostics and root cause analysis is essential for this role.
• This position requires an individual who can provide guidance to users across varying levels of technical literacy adapting communication style accordingly.
• Supporting incident prioritization by assessing urgency, impact, and recurrence trends is critical for this position.
• Championing service standards driving consistency and accountability across the team is a key aspect of this role.
• Identifying and recommending improvements in tools, processes, and workflows to increase efficiency and service reliability is essential for this position.

Required Skills and Qualifications:

• A minimum of 3 years of experience in a technical support or service desk environment is required.
• Strong understanding of Windows operating systems, enterprise software, and end-user hardware is necessary for this role.
• Proficiency with Microsoft 365 (Outlook, Teams, Excel, SharePoint) and remote troubleshooting tools is essential.
• Experience with Active Directory, account administration, and access troubleshooting is required.
• Solid foundational networking knowledge (DNS, DHCP, VPN, IP troubleshooting) is necessary for this position.
• Excellent documentation, organizational, and ticket-handling skills are critical for success in this role.
• Effective communicator with the ability to guide and de-escalate users in high-pressure situations is essential.
• Demonstrated ability to take ownership of issues from intake through resolution is required.
• PASSION FOR LEARNING, IMPROVEMENT, AND DELIVERING EXCEPTIONAL SERVICE is a must-have for this position.

Benefits:

• We offer competitive compensation packages that include salary, bonuses, and benefits.
• Opportunities for career growth and professional development are available.
• A dynamic and supportive work environment is guaranteed.
• Access to cutting-edge technology and training is provided.
• Collaborative and innovative team culture is fostered.
• Recognition and rewards for outstanding performance are given.

Others:

• Multilingual skills are highly valued to support a diverse user base.
• Familiarity with scripting, log analysis, or endpoint management tools is a plus.
• Knowledge of AV and conferencing platforms (Teams, Zoom, Webex) is desirable.
• Prior exposure to CaseWare, CCH Axcess, or other industry-specific applications is beneficial.
• ITIL Foundation certification or equivalent is preferred.