IT Service Delivery Associate
: Job Details :

Job purpose The Service Delivery Associate will serve as a customer advocate and liaison between multiple IT groups for the design, transition and operational activities of new and existing services across the IT service portfolio. The responsibilities involve ensuring that services are delivered efficiently by IT and with the required level of quality for the customer. An articulate and approachable technology advocate, skilled in providing informed technology consulting services, while also maintaining support standards and practices; dynamically adapts and eagerly cooperates with other members of the IT team to address shifting needs, priorities, and technology trends. This is an extremely public position, requiring regular, effective communication with the IT team, business and service owners. Duties and responsibilities Participate in both small- and large-scale projects for the design, transition and operational activities associated with the delivery of new or existing services to the user community.Setup and Configure desktop/Laptops per business needsTraining new hires, and current staff on equipment. Mobile Device management setupCreate/Setup new users in Active DirectoryManage Access as per business needs to users/DeptSupport SAP users, setup and create connectionsSetup Cisco Voip DevicesTroubleshooting computers, peripherals, and voip phones. Some knowledge on uniflow printingExperience troubleshooting VPN end-user connections. Able to troubleshoot with end-users via chat, email, and phone calls. Experience in troubleshooting small to enterprise printers and scannersExperience in windows 7 environmentsWorking knowledge of windows 10 migration and deployment. Experience in gotomeeting conferencing software; troubleshooting as well. Knowledge in OS and Android mobile phonesKnowledge of windows 7, windows 10, and Mac OS. Build trusting, productive, and sustainable relationships and partnerships with customers to allow IT to deliver maximum value in the services offered across the IT service portfolio.Manage, prepare and deliver highly-effective a documentation and other material, in consultation with business and service owners and IT teams, to customers and IT team members in support of the services across the IT service portfolio. Develop and maintain both one-time and regular communications to business and service owners, IT teams, department heads using multiple communications channels, including email, in-person, in support of new and existing services across the IT service portfolio.Work with IT team to deliver and optimize service offerings and implement initiatives to drive consistent service delivery across the IT service portfolio. Seek opportunities for continuous service improvement by actively reviewing services across the IT service portfolio and working with business and service owners and IT teams to effect change.Provide emergency after hours support as needed Qualifications BS Degree in Computer Science or equivalent working experience2+ years of service delivery experience complex business environment2+ Year Technical Hands on Experience with Windows Desktop OSExperience with Content Areas: Active Directory Administration, Windows 7 and 10, MS Office, TCPIP NetworkingStrong organizational skills.Excellent communication skills, both written and oral.Strong organizational skills.Excellent customer service skills.Flexible, team player, “get-it-done” personalityAbility to organize and plan work independently with little directionAbility to work in a rapidly changing environmentAbility to multi-task and context-switch effectively between different activities and teamsHighly self-motivated and self-directed in the pursuit of excellence.Strong maturity, professionalism, and judgment.Meticulous attention to detail and organization.Openly embraces change.Must possess outstanding written, oral and interpersonal communication skills with a strong dedication to customer service.Proven experience working collaboratively in a team-oriented environment.Proven proactive problem-solving skills.In depth technical knowledge of current network and operating systems, hardware, standards, account management, and enterprise software.Experience working with project teams.Experience in Pharmaceutical Industry preferred