Job Description

REQ12558 Senior Analyst, Service Delivery (Open)

The Senior Analyst, Service Delivery is responsible for the IT Service Delivery Operations for handling the incidents & fulfilling the service request. They also handle assigned project implementation from time to time, being customer-focus oriented and measure of success are via efficiency in response & resolution as well as customer satisfaction.

PRIMARY RESPONSIBILITIES:

• Acts as primary resource to provide on-site / remote support to users on various client devices and business systems. Scope of support including but not limited to client installation and configurations, data entry, troubleshooting and engagement of vendor support
• Identifies systematic problems and / or recommends opportunities for improvement that will eliminate or reduce number of reported problems
• Builds & maintains OS images & approved applications for various PCs & Laptops models
• Handles patch management on client OS with evaluation, testing, & deployment
• Ensures security software on client devices are healthy and updated
• Provides deskside support including software, hardware and networking support for desktops, laptops and servers. Builds up quality FAQs as reference for both IT supports and users to promote knowledge sharing & self-service
• Takes responsibility for follow-up services or problem escalation
• Vendor management / coordination on faulty client devices
• Ensures customer satisfaction throughout the service delivery transaction

QUALIFICATIONS:

Experience

• 3-4 years of relevant IT enterprise support experience required
• Hands-on experience with personal computers/laptops/mobile devices in iOS & Android platform
• Proficiency with Windows 7/10
• Possess good technical understanding on Active Directory, Exchange, and Office applications is essential
• Possess strong experience in hardware and software troubleshooting
• Exposure to Gaming and/or Hotel industry preferred
  

Education

• Bachelor’s Degree in Information Technology or equivalent relevant qualifications
• Preferred Certification: ITIL, MCSA, MCSE

Skills

• Ability to communicate effectively in English and Greek
• Good listening skills & customer service expertise
• Ability to work as part of a team to accomplish common goals
• Log, troubleshoot, and track problems to a successful conclusion
• Ability to present ideas in user-friendly language to non-technical personnel and end users

PERSONAL COMPETENCIES:

• Attention to detail and able to work under pressure
• Achieves agreed objectives and accepts accountability for results
• Displays a high commitment to delivering results
• Communicates effectively
• Displays the highest level of integrity
• Ability to maintain discretion and confidentiality
• Self-motivated
• Approachable