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IT Service Delivery Specialist
vor 2 Monaten
Key Responsibilities
- Drive the success of our Global Service Desk by providing exceptional support and ensuring seamless service delivery.
- Collaborate with the team to establish and maintain processes around Service Management, ensuring alignment with industry best practices.
- Deliver 1st and 2nd Level support, while leading local Client/Infrastructure and LAN change activities to minimize disruptions.
- Support the setup and maintenance of Local Production/Manufacturing Connectivity, ensuring business continuity.
- Contribute to the development of an IT Service Catalogue, providing a centralized repository of services and their associated documentation.
- Build and maintain strong relationships with customers, ensuring their IT service needs are met and exceeded.
- Ensure quality services are performed to agreed Service Level Agreements (SLAs), maintaining high customer satisfaction.
- Ensure adherence to systems, processes, and methodologies specified, and effectively monitor, control, and support service delivery.
- Understand and apply Incident, Problem, and Change Management Principles to drive continuous improvement.
Experience / Skills
- 3 years of experience in Information Technology, with a focus on Service Management and ITIL principles.
- 2-3 years of experience in a Client Service Team and/or Service Desk, with a strong understanding of service delivery and customer satisfaction.
- Experience with Service Management Tools, preferably Service NOW, and Microsoft Client/Server Infrastructures.
- Proficient in Microsoft OS (Win 7, 10, 11) and Microsoft Office Applications, with basic application/software support skills.
- Strong communication skills, with the ability to interface with colleagues from other locations and work effectively in virtual/distributed teams.
- Ability to use own judgment and initiative in problem resolution, with a focus on user satisfaction.
- Experience in Automotive (Production/Manufacturing IT) environment is a plus, as is proficiency in German and basic English, with other European languages a plus.
