Service Technician Cum SDA Assistant

YDU JC Air Cond & Ref Inc.- Dubai; Bengaluru; On-site; INR 550,000 - 900,000; Full time

Job summary

Johnson Controls is seeking a detail-oriented Service Delivery Assistant to support service delivery operations and ensure a seamless customer experience. The role involves coordinating with internal teams, monitoring service requests, and maintaining service records while upholding SLAs.

The ideal candidate will bring 3-5 years of experience in service delivery or related roles, strong communication skills, and proficiency with ticketing tools such as ServiceNow, Remedy, or Jira.

Qualifications

• Bachelor's degree in Business Administration, Management, Information Technology, or a related field.
• 3-5 years of experience in Service Delivery, Operations Support, Customer Service, or a similar role.
• Strong understanding of service management processes and SLA management.
• Excellent verbal and written communication skills.
• Proficiency in Microsoft Office Suite, especially Excel, PowerPoint, and Outlook.
• Experience working with ticketing or service management tools (ServiceNow, Remedy, Jira, etc.) is preferred.
• Strong analytical and problem‑solving abilities.
• Ability to prioritize tasks and work effectively in a fast‑paced environment.

Responsibilities

• Support day-to-day service delivery activities and ensure timely resolution of customer requests.
• Monitor service performance metrics and SLA compliance.
• Coordinate with internal stakeholders and external vendors to ensure smooth service operations.
• Track, maintain, and update service delivery records, reports, and dashboards.
• Assist in incident management, escalation tracking, and issue resolution.
• Prepare periodic service review reports and presentations.
• Ensure adherence to organizational processes, policies, and quality standards.
• Identify process improvement opportunities and contribute to operational efficiency initiatives.
• Respond to customer inquiries and provide timely updates on service requests.
• Support audit and compliance activities related to service delivery operations.

Skills

Service delivery operations

SLA management

Stakeholder management

Verbal and written communication

Organizational skills

Education

Bachelor's degree in Business Administration, Management, IT

Tools

ServiceNow

Remedy

Jira

Microsoft Office

Job description

Job Summary

We are seeking a detail-oriented and proactive Service Delivery Assistant to support service delivery operations and ensure a seamless customer experience. The role involves coordinating with internal teams, monitoring service requests, maintaining service records, and ensuring adherence to service-level agreements (SLAs). The ideal candidate should possess strong communication, organizational, and stakeholder management skills.

Key Responsibilities

• Support day-to-day service delivery activities and ensure timely resolution of customer requests.
• Monitor service performance metrics and SLA compliance.
• Coordinate with internal stakeholders and external vendors to ensure smooth service operations.
• Track, maintain, and update service delivery records, reports, and dashboards.
• Assist in incident management, escalation tracking, and issue resolution.
• Prepare periodic service review reports and presentations.
• Ensure adherence to organizational processes, policies, and quality standards.
• Identify process improvement opportunities and contribute to operational efficiency initiatives.
• Respond to customer inquiries and provide timely updates on service requests.
• Support audit and compliance activities related to service delivery operations.

Required Qualifications

• Bachelor's degree in Business Administration, Management, Information Technology, or a related field.
• 3-5 years of experience in Service Delivery, Operations Support, Customer Service, or a similar role.
• Strong understanding of service management processes and SLA management.
• Excellent verbal and written communication skills.
• Proficiency in Microsoft Office Suite, especially Excel, PowerPoint, and Outlook.
• Experience working with ticketing or service management tools (ServiceNow, Remedy, Jira, etc.) is preferred.
• Strong analytical and problem‑solving abilities.
• Ability to prioritize tasks and work effectively in a fast‑paced environment.

Johnson Controls: Enhancing the Intelligence of Buildings

Your buildings have a purpose. They are places for people to live or work. Facilities for learning or healing. Venues for entertainment and shopping. Sites for the specialized storage of tangible goods or mission‑critical data. Your buildings have a huge variety of functions; they are central to your mission. This is where Johnson Controls comes in, helping drive the outcomes that matter most. Through a full range of systems and digital solutions, we make your buildings smarter. A smarter building is safer, more comfortable, more efficient, and, ultimately, more sustainable. Most important, smarter buildings let you focus more intensely on your unique mission. Better for your people. Better for your bottom line. Better for the planet. At Johnson Controls, we’ve been making buildings smarter since 1885, and our capabilities, depth of innovation experience, and global reach have been growing ever since. Today, we offer the world’s largest portfolio of building products, technologies, software, and services; we put that portfolio to work to transform the environments where people live, work, learn and play.