IT Service Delivery Analyst

4 semanas atrás

Rio Grande do Sul, Brasil AMETEK, Inc. Tempo inteiro
**Location**:Subotica, RS,
**Business Unit**:Nul
**Posting Date**:Mar 4, 2025
**CRITICALITY STATEMENT**:
- The IT Service Delivery Analyst is vital for maintaining operational efficiency and employee productivity by providing timely and effective support across the organization. Their work in resolving technical issues and ensuring a smooth IT experience directly contributes to employee satisfaction and business continuity.
**JOB SUMMARY**:
- The IT Service Delivery Analyst is responsible for delivering high-quality IT support services to employees across the division. Reporting to the IT Service Delivery Lead, this role focuses on resolving service desk tickets, troubleshooting technical issues, and providing guidance to end-users to ensure optimal use of IT resources. This position offers opportunities for skill development and career growth within IT service management.
**KEY RESPONSIBILITIES AND ACCOUNTABILITIES**:
- Respond promptly to incoming service desk tickets, ensuring timely resolution of technical issues and support requests.
- Diagnose and troubleshoot hardware, software, and network-related problems for employees across the division.
- Maintain a high level of customer service, ensuring a positive IT experience for all users.
- Collaborate with other IT teams to escalate and resolve complex issues that require additional expertise.
- Document all interactions and resolutions in the ticketing system, ensuring accurate tracking and reporting of service requests.
- Assist with the onboarding and offboarding of employees by setting up and configuring IT equipment and accounts.
- Participate in continuous improvement initiatives by identifying recurring issues and suggesting solutions.
- Contribute to the maintenance of the knowledge base, creating and updating documentation to facilitate user self-service.
- Monitor ticket resolution performance metrics and assist in achieving service level agreements (SLAs) for timely support.
- Perform additional responsibilities as assigned by management to support overall team objectives.
**EXPERIENCE & PROFESSIONAL QUALIFICATIONS**:
- Minimum of 2 years of experience in an IT support role, service desk, or help desk environment.
- Familiarity with ticketing systems and IT service management tools.
**CORE COMPETENCIES**:
- Strong customer service orientation with a focus on enhancing employee satisfaction.
- Excellent communication and interpersonal skills to interact effectively with users at all levels.
- Strong problem-solving abilities, with a proactive approach to identifying and resolving issues.
- Ability to prioritize tasks and manage time effectively in a fast-paced environment.
- Team player with a collaborative mindset, willing to assist colleagues and share knowledge.
- Willingness to learn new technologies and adapt to changing IT environments.
- Strong attention to detail in documentation and troubleshooting processes.
AMETEK, Inc. is a leading global provider of industrial technology solutions serving a diverse set of attractive niche markets with annual sales over $7.0 billion.

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