What are the responsibilities and job description for the Digital Service Delivery Analyst position at Salaried/Skilled Trades Careers at NSG Group?
Purpose:
The Digital Service Delivery team is responsible for resolving tickets via telephone calls, remote access, email and visits.
Essential Functions:
- Record problems in the online call logging system, along with troubleshooting, prioritization, resolution and/or assignment of problems, progress chasing, maintaining incident records
- Maintain a professional service whilst dealing with all levels of staff and management in demanding circumstances in a busy environment.
- Liaise with Third Parties and ensure they are following standard processes.
- Ensure Standard Operating Procedures (SOP’s) are created and knowledge is shared.
- Provide remote and on-site 2nd line support for Client PCs, Printers, Telephony, Servers, Network equipment and other peripherals.
- Assist in the PC Refreshment process (D2D), including the physical requirements of boxing and un-boxing equipment to ensure refresh targets are met and returns are managed appropriately.
- Carry out site visits where necessary.
- Participation in Local/Regional IT projects.
- Adhere to our H&S policies and follow the Key Safety Behaviors.
- Achieve service level targets and Key Performance Indicators.
- Adherence to NSG/Pilkington Standards of Business Conduct and its Values and Principles
- Other duties as assigned by manager
Top 3 Competencies Needed for Success in the Role:
- Results: Passion for Excellence – Takes personal responsibility and ownership for achieving results and objectives
- People: Engages and Inspires – Works collaboratively and builds trust to develop enduring working relationships with others
- Vision: Customer Focused – Actively seeks to understand internal & external customer circumstances, problems, expectations, and needs.
Qualifications Required:
- Bachelors degree within Information Systems or Computer Science or equivalent training and experience
- Experience with troubleshooting and problem solving in Microsoft Operating Systems (both client and server) and Office products
- Excellent customer service skills
- Experience with network troubleshooting
- Ability to manage time and prioritize tasks
- Ability to work on a team
- Oral and written skill in English
Qualifications Desired:
- Understanding of key IS areas including Active Directory, Exchange, Networking, Client Refresh, TCP/IP, SQL, and Backup
Salary Range: $57,972.00 to $86,964.00
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We offer an excellent compensation and benefits package, which includes 401k, medical, dental, vision, life insurance, company paid holidays, paid vacations, and education assistance.
The Salary Range posted represents Pilkington North America’s good faith and reasonable estimate of the possible compensation at the time of the posting. Individual pay will vary based on demonstrated job related skills, knowledge, experience, education, etc.
NSG Group/Pilkington is an equal opportunity employer; M/F/D/V encouraged to apply. Qualified candidates will receive consideration without regard to age, race, color, religion, gender, sexual orientation, disability, or national origin. Applicants have the option to confidentially self-identify or not self-identify when applying.
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Salary : $57,972 - $86,964
