Service Delivery Analyst II

The Service Delivery Analyst II is responsible for resolving support requests as well as meeting customer satisfaction
and continuous service delivery demands at their location or as allocated within area of responsibility. IT Support staff work in a dynamic, fast paced environment which provides services over the phone, through e-mail, in person (for walk in customers), remote support or onsite visits. This position is the point of contact for ADM International employees for various IT related requests and works closely with internal contacts to address reported issues.

Main Duties & Responsibilities:
Reporting to the IT Manager, the main duties of this role will include but not limited to:

• To Identify, diagnose and resolve software and hardware incidents, including operating systems (Windows) and across a range of software applications.
• Installing and upgrading software
• Develop and maintain good working relationships with clients to promote a first-class level of customer service
• Installation, maintenance and support of IT equipment including laptops, telecoms equipment, printers, scanners, mobile devices and workstations. Some cabling work and installation work will also be required.
• Manage user account information, permissions and rights, including groups.
• To Setup, maintain and provide support for conference room meetings and requests.
• Configuring and troubleshooting Internet browser compatibility issues
• Identifying and troubleshooting problems related to End User Devices security
• Participate to new technology evaluation in coordination with team specialists. (Office 365, surface pro etc.)
• Monitor and control that backups are run successfully on a daily, weekly and monthly basis
• Create, maintain and publish relevant support documentation in order to assist all users in the quick resolution of them incidents and service requests to enable users to become more self-sufficient.
• Create and maintain documentation relevant to all daily operations.
• Provides project support on imaging, testing and rollouts
• Aids and support on installations for cabling systems such as local area network cables, network interface cards & switches.
•  Aids and support with third party suppliers & vendors for installations, repairs & maintenance on IT & telephony systems (IT & OT)

Desired Qualifications, Skills and Experience

• 2 or 4 year degree in an IT related field, or a minimum of 2 or 4 years of Equivalent IT work experience and required performance level
• Good attention to business relationship management/partnering with higher level business users ensuring best levels of services are met
• ITIL Foundation Certificate preferable
• Project methodology preferable
• MS Office 2016/O365 experience
• Cloud technology experience
• Extensive knowledge of Desktop Operating System (Windows 10)
• Experience on Windows Imaging process using SCCM deployment
• Knowledge on Data Migration tools and O365 One drive
• Knowledge on Managing users, groups and computers in Active directory console
•  Knowledge on ITIL and IT service management tool – Service Now
• Flexible and autonomous
• Good attention to detail and ability to show initiative
• Ability to plan and priorities workload and perform under pressure
• Willing to work flexibly and with enthusiasm
• Upper intermediate English
• Driving Permit preferable
• Flexible to work during weekend/ public holidays or after business hours on rare occasions

Core Competencies
Every position requires Attitude, Concern for Quality, Integrity/Values, Diversity and Safety besides the following:

•  Problem Solving
• Good communication skills
• Teamwork
• Patience with the Customer at all times
• Attentiveness to the customer's feedback
• Ability to use “Positive Language”
• Good time management skills
• A Calming Presence
• Goal Oriented
• Ability to handle surprises
• Willingness to learn