Senior IT Service Delivery Analyst at CloudFactory

Working with the Global IT Service Delivery Manager, the role will suit someone with a proven record of customer satisfaction, to assist with support and reporting of all aspects of the IT Service Delivery. This is a senior hands-on role managing the effective day-to-day operations delivery by the Global IT 1st Line Support or Helpdesk Team to the business, contributing to the overall efficiency of the CloudFactory’s Global IT Service Delivery.

CloudFactory’s focus is to grow a first class internal IT operation, which provides the tools, procedures, methods, support and infrastructure for a rapidly expanding global operation. This role will require working in shift-based schedules, providing support 24x7.

The ideal candidate will be highly motivated with an excellent customer focused approach and commitment to service delivery.

Role/Responsibilities:

1. Delivery of Support Services
2. Taking inbound emails/calls/tickets from users with technical IT issues (software & hardware) with the view to resolve at first contact by providing a high level of customer service and also deal with any escalated support calls from within the Global IT 1st Line Support Team.
3. Responsible and accountable for the tracking of Level-2 escalated incidents and requests from initial identification through to resolution, ensuring that appropriate categories for logging and escalating incidents and requests are used.
4. Interact with end users to resolve IT related issues and provide IT Support in a timely manner in line with the defined Service Level Agreements (SLAs) and and additionally ensuring that the same is adhered by the Global IT 1st Line Support Team. The modes of support provided will include the use of remote-control software and email or phone call or chat support to CloudFactory’s pan Global user base.
5. Provide end-user IT support for all internal CloudFactory employees, ensuring that the end-to–end customer experience is positive, consistent and high quality.
6. Performing intermediate level technical troubleshooting for IT issues/problems as per the scope defined.
7. Act as a technical contact for the IT Service Delivery Analysts for any guidance or training required by them to handle the IT tickets.
8. Keeping track of all issues handled by Global IT 1st Line Support Team through to resolution (if the issue can be resolved within the scope of the 1st Level), within agreed time limits.
9. Handle or assist the IT Service Delivery Analysts in handling complex incidents and appropriately escalated through the appropriate escalation channels in line with department-wide and company-wide policies and procedures to ensure customer demands are met within the defined SLAs and Operational Level Agreements (OLAs)
10. Responsible for planning and organizing daily workload. This includes prioritizing service calls and adjusting work plans to support high priority calls to meet operational requirements.
11. Responsible for the management of all IT issues assigned to Global IT 1st Line and 2nd Line Support Team through the ITSM system and ensuring that the status and history of issues are monitored, updated and closed on completion.
12. Responsible for administering process and procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of various IT Service Delivery functions.
13. Adhere to the IT security and compliance processes in line with CloudFactory’s policies and regulations.
14. Plays a key role in implementing ITIL based internal IT processes, guidelines and procedures and is responsible for ensuring that they are followed by the entire Global IT Service Delivery Team.
15. Provide both remote and on-premise desktop level technical support (if required) including troubleshooting Windows, Linux and MAC OS environments, installing and upgrading software and configuring systems and applications.
16. Provide technical and administrative assistance for all IT managed On-premise or SAAS based solutions or applications.
17. Handle IT Asset procurement activities and maintain sufficiently detailed IT Asset Inventory.
18. Partner with all Global IT functional teams and ensure that IT Service Delivery documentations and runbooks are up-to-date.
19. Assisting the Global IT Service Delivery Lead/Manager for any service transition process to the Global IT 1st Line Support/Helpdesk team and ensuring that all mandatory clauses/points within the predefined Service Introduction or Handover process flow checklist has been adhered to and completed.
20. Act as a primary point of escalation for IT Service Delivery Analysts within specific shift rotas for issues relating to service delivery and management processes which requires the post holder to either handle the escalated service/incident requests by oneself or escalate further to Global IT Service Delivery Lead/Manager or via the defined escalation path as appropriate.
21. Assist and work with Global IT Service Delivery Lead/Manager to identify areas of development or improvement within the Global IT 1st Line Support team and provide inputs to designing the training programs/plans for the team.
22. May require to act as liaison between Global IT 1st Line Support/Helpdesk team and other Global IT functions like Infrastructure, Cloud Services or Networking teams under the supervision of the Global IT Service Delivery Lead/Manager to ensure identification of issues or problems affecting the customers, establishing effective intra-departmental communication and to ensure that adequate technical details are shared and timely follow up seeking updates is done to accurately identify problems within various IT areas.
23. Responsible for leading and mentoring the IT Service Delivery Analysts to provide high quality and efficient customer service and resolution of all IT issues through coaching, problem solving and workload management.
24. Must be able to provide exemplary customer service. Lead in the development of good customer service practices
25. Undertake any other duties as assigned of a similar level and responsibility as may be required from time to time.
26. As part of continued development, the role will require ad-hoc project work to be carried out.

Data Protection

1. The post holder should be aware of the legislation behind data protection within their jurisdiction and follow relevant regulations and codes of practice to ensure appropriate action is taken to safeguard confidential information.

General

1. This job description is not exhaustive and can be altered in consultation with the post holder.
2. The post holder will be required to work in shift based schedules which includes working on weekends and public holidays.
3. The role is desk-based and the post holder will be required to work from their office workstations unless a circumstance arises where the remote working is required.

Qualifications/Experience

Essential

1. Minimum 1.5 years’ experience within an IT Support/Service Delivery environment specifically in the Helpdesk/IT 1st Line role.
2. Bachelor’s degree in Science or Computers or equivalent.

Desirable

1. Minimum 1.5 - 2 years’ experience working within the IT Service Delivery function within the same organisation.
2. Minimum 1.5 years’ experience in the Applications Support environment.
3. Foundation Certificate in ITIL.

Skills/Knowledge

Essential

The ideal candidate should possess the intermediate or advanced level of working knowledge and hands-on experience on the following aspects:
Intermediate level of technical experience in the following areas:

1. Remote and On-premise technical support for Windows/Linux/MAC environments
2. G-SUITE Applications
3. Desktop Applications
4. Antivirus technologies
5. Active Directory services
6. Internet technologies (WWW \ FTP \ EMAIL \VPN etc.)
7. Basic Networking protocols TCP/IP
8. Knowledge or exposure on Client Management Tools
9. Working knowledge on Cloud Infrastructure services like AWS.
10. Hands-on expertise in ITSM/ITIL tool sets and processes wherein he/she has experience in implementing a process based service management framework.
11. Knowledge of ITIL framework
12. Demonstrated ability to manage small scale projects and tasks and prioritize business needs against IT resource availability.
13. Excellent verbal and written communication skills (English)
14. Good Interpersonal, relationship-building and networking skills.
15. Proven expertise in reducing call volumes through trending and service improvement.
16. Previous experience working within a customer-focused environment is essential.
17. Strong fault finding skills, combined with the ability to guide people remotely through IT systems to gather pertinent information.
18. Excellent email/chat/telephone manner and good interpersonal skills.

Desirable

1. Microsoft Exchange and O365
2. Knowledge of ISO 27001
3. Personal

Essential

1. Customer-focused approach to dealing with service and incident requests.
2. Ability to work effectively with various types of end-users.
3. Ability to work under pressure efficiently.
4. Ability to multitask, prioritize and manage workload.
5. Self-motivated and self-reliant with the ability to work independently.
6. Excellent attention to detail and be proactive, hardworking and patient.
7. Good IT skills (as defined in the Competencies section above).
8. Ability to excel both independently as well as part of a team.
9. Professional –punctual, reliable, trustworthy, inspires confidence.
10. Applicants should have willingness toward self-improvement and continuous learning.