Service Delivery Analyst in Apex, NC at Volt

Date Posted: 10/10/2019

Job Snapshot

  • Employee Type:
    Contingent
  • Location:
    Apex, NC
  • Duration:
    24 weeks
  • Date Posted:
    10/10/2019
  • Job ID:
    195123
  • Pay Rate
    $30.0/Hour
  • Contact Name
    Volt Branch
  • Phone
    919/829-1660

Job Description

Service Delivery Analyst

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Must have Windows 10 and Office 365 experience/troubleshooting. 
  • Serves as initial (tier 1) contact for all internal and external customer technical support request.  Includes request such as computer workstation hardware and software, telephone, operating system, printing and internet access problems.
  • Duties include answering the help desk phone, recording the incident, first level corrective action and incident/problem escalation when necessary.
  • Performs installs, upgrades, moves and changes for computer workstation hardware and software, printers and other peripheral devices.
  • Analyze trends for ways to prevent future problems.  Alert Service Delivery management to emerging trends in incidents.
  • Assist in software releases and roll-outs and communication to the end users.
  • Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue in ITSM tool (Cherwell).
  • Build rapport and elicit problem details from service desk customers.
  • Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  • Install anti-virus software and ensure virus definitions are up-to-date.
  • Test fixes to ensure problem has been adequately resolved.
  • Perform post-resolution follow ups to help requests.
  • Understand SLAs to manage end-user expectations.
  • Assigned to projects as required.

JOB REQUIREMENTS AND QUALIFICATIONS

Education and Experience:

  • University degree in the field of computer technology preferred.
  • Experience with a comprehensive knowledge of PC hardware installation, repair, testing, and troubleshooting.
  • Application support experience
  • Understanding of ITILv3 processes.  Foundation certification a plus.

Training and Competencies Required:

  • Microsoft operating systems and applications
  • Windows Active Directory
  • PC/Laptop support
  • Strong problem solving/analysis
  • Time management skills

Specialized Knowledge, Equipment, and Applications:

  • Familiar with Windows PC hardware/software
  • Able to communicate effectively with employees on-site and at other locations including internationally via email, telephone, and in-person
  • Exceptional written and oral communication skills.
  • Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
  • Strong documentation skills.
  • Ability to work in a global, virtual environment.

OTHER INFORMATION

Special Information (Travel required, physical requirements, work environment, supervisor responsibilities, safety and so on):

  • Work Environment- Fast paced office environment with occasional visits to the manufacturing floor. Server rooms are noisy, cold and many times cluttered with equipment.
  • Physical Demands- Management of inventory requiring lifting of monitors, pc’s.  
  • Supervisor Responsibilities- None
  • Type of Supervision Position works under: (close, moderate, minimal) Moderate supervision required.
  • Relationship Responsibilities- Will work with a variety of personnel at all levels at multiple locations including remotely with international employees
  • Travel – Minimal travel be required.

*Volt is an equal opportunity employer*