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VARITE INC · 1 month ago

IT Service Delivery Analyst

Louisville, KY

Full-time

Onsite

Entry Level

$20/hr - $24.64/hr

2+ years exp

VARITE INC is a company seeking an IT Service Delivery Analyst to facilitate end-to-end user support and assist global teams with troubleshooting local devices. The role involves managing incidents and inquiries through a ticketing management system and ensuring continuous improvement in service delivery.

Information Technology & Services

Growth Opportunities

Responsibilities

Facilitate end-to-end user support and local escalation for problem resolution

Assist global teams with troubleshooting local devices including user PCs, phones, printers, servers and network devices

Support lab and manufacturing application and computer support

Utilizing ticketing management system to manage new incidents, requests and inquiries

Utilizing IT Support operating procedures, global knowledge base and process workflows

Ensure 24x7 uptime for small applications. Coordinate the resolution of end user problems, providing the appropriate level of support and escalating issues as needed

Communicate with stakeholders so that expectations of problem resolution as set early and often. Participate in collaborative work and service restoration teams as needed to ensure standards are being followed and that service is restored quickly and correctly

Perform root cause analysis to prevent repeat issues. Drive continuous improvement by recommending procedures and controls for problem prevention and providing feedback to the Solutions Delivery Team

Assist with successful transition of new small applications into the organization

This job is fast-paced and requires incumbent to be on-call 24x7

Qualification

Active DirectoryMicrosoft Workstation AdministrationO365 Enterprise EnvironmentCompTIA A+CompTIA Network+Customer serviceTechnical supportMulti-taskingCommunication skills

Required

Two-year Information Technology degree from an accredited post-secondary school or at least two years' experience supporting more than 200+ networked devices in a commercial setting

Excellent customer service skills

Strong communication skills [verbal and written] and the ability to multi-task

Strong technical skills in the support of desktop/pcs and other employee peripherals

Must be able to lift 30 pounds

Experience with Active Directory

Experience with Microsoft Workstation Administration and Support

Proven ability to communicate technology topics in business terms effectively