IT Service Delivery Officer

RAPSYS TECHNOLOGIES PTE LTD; Mumbai; On-site; INR 500,000 - 700,000; Full time

Job summary

RAPSYS TECHNOLOGIES PTE LTD is seeking a Service Delivery Specialist with a solid IT background. You will act as the single point of contact for IT incidents, owning items through to resolution and communicating outages to users and management.

You will provide first-level support for infrastructure and applications during business hours and document all incidents in English using the standard tool. Responsibilities include coordinating with second-level teams, managing hardware/software

Qualifications

• Minimum 3 years of IT experience in service delivery.
• Strong customer-focused mindset and clear communication.
• Ability to de-escalate critical situations and drive for success.
• Knowledge of IT infrastructure and software systems.
• Fluent in English, both spoken and written.

Responsibilities

• Act as single point of contact for IT incidents and requests until resolution.
• Inform business and management about outages or known errors.
• Provide first level support for infrastructure and application issues during business hours.
• Document all incidents in English using the standard problem management tool.
• Coordinate with second level teams to hand over unresolved incidents.

Skills

Customer service mindset

Communication skills

English proficiency

IT infrastructure knowledge

Team collaboration

Tools

Windows Server

Job description

• Perform single point of contact for business into IT for all kind of issues, request and enhancements.
• Attain ownership to every item and hold the business informed for entire live time of incident or request.
• This involves providing information about outages or known errors to users and management.
• Provide first level support for infrastructure and application issues during agreed business hours.
• Record all incidents in English with BSS standard problem management tool.
• Deliver input to set up of Interfaces with second level support groups to hand over incidents when they could not be resolved by service desk.

Key Responsibilities

• Perform single point of contact for business into IT for all kind of issues, request and enhancements.
• Attain ownership to every item and hold the business informed for entire live time of incident or request.
• This involves providing information about outages or known errors to users and management.
• Provide first level support for infrastructure and application issues during agreed business hours.
• Record all incidents in English with BSS standard problem management tool.
• Deliver input to set up of Interfaces with second level support groups to hand over incidents when they could not be resolved by service desk.

Desktop Services

• Execute Hardware Problem Management for all kind of second and third level hardware support in case of incidents and problems.
• Perform Software distribution for all BSS packages ready for the area.
• Perform Printer Server support and Print Queue Operating.
• Perform Printer Management which oversees proactive service to all Standard network printers and keep the installed landscape up to date.
• Perform provision of hardware and services in all kind of installation, move, add and changes. This includes management of HW stock to guarantee delivery within SLA targets as well as decommissioning of HW.
• Attend Service Delivery projects with more than 2 days effort.

Asset Data Operating

• Execute asset receipt for IT equipment by checking quantity and correctness of corresponding data like user and location.
• Perform control and maintenance of asset data and the provision of released standard asset reports to support IT-services and to inform the customers.

Knowledge Management

• Create documentation of every solution that is unique in the Service Delivery share point to be looked up for further incidents as well as deputy purposes.

User Admin

• Perform user administration service for all kind of creating, changing and deleting user accounts and providing access for all infrastructure related access to local systems like Server, Mail, etc.

Software Product Management

• Perform second level PC Software support for ready to use (black box) software with help of external provider.

Request Management

• Receive change request to service, IMAC or new requirements in infrastructure or applications will be received to serve change management processes. Service Delivery will be the only interface to the business for IT-Operation requests.

Service Delivery Tasks

• Support Service Delivery implementation projects and others on demand.
• Provide deputy service within local team as well as other Service Delivery countries of MU on request.
• Provides support for all tools used in his/her area.

Job Requirements

• Minimum 3 years of IT experience especially in service delivery organizations.
• High service oriented mindset and able to get into customers view.
• Competence to break barriers and de-escalate in critical situations; bring parties together and drive for success.
• Up-to-date knowledge of IT infrastructure and software systems.
• Good knowledge of Microsoft Operating Systems, Server and PC Desktop Infrastructure.
• Experience in project management.
• Good self-organization and operational effectiveness.
• Confidence and commitment to succeed.
• Good communication skills.
• Fluent in spoken and written English.
• Flexible in operation times and ability to work in an international team.

(ref:hirist.tech)