IT Service Delivery Specialist
7 days ago
**Regional Responsibilities**:
- Manage local Helpdesk queue and ensure tickets are handled in time
- Perform local or remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
**As a local IT support staff in the office**, IT Service Delivery Specialist is also required to perform the following tasks.
- Ensure general office IT infrastructure is good and faults are reported and dealt with in a timely manner. Keep Regional IT and local office management informed of trends and significant problems
- Computer refresh management; hardware purchasing according to standards, stock management and inventory tracking. Reimaging of computers using provided imaging infrastructure
- Recycling/secure data wiping in coordination with our global recycling partner.
- Vendor calls (e.g., computer repairs, ISP calls)
- Coordinate building maintenance related works with regional IT (e.g., power maintenance)
- ISP and Telco contract management in cooperation with the regional IT director
- Coordinate new hire requests with the local office management and the Helpdesk for account creation
- Educate users on the use of the Helpdesk system as first contact. This ensures proper logging of issues, time tracking, and workflows are being followed.
- Assess users’ needs and propose the company’s standard offerings.
- Hands & eyes (desk side) support for the Global Helpdesk or the Global IT infrastructure team.
- Point of contact for IT Security issues, e.g., isolating infected or rogue equipment, filing police reports after theft, insurance etc.
- Server room management
- Phone system management
- Meeting room support (conferencing equipment support)
- Video conference event support
- Mobile management
- Printer support & maintenance
- Collaborate closely with Global IT on large projects relating to your region, e.g., office moves, expansions, acquisitions, openings)
- Provide on-site IT support during large company events when deemed necessary
- Provide VIP support (occasional after-hours support or traveling to manager’s homes might be required)
- Support office visitors when needed
- Book out loan laptops when requested
- Where existing; administer security passes and ensure the access control system is fully functional and regularly backed up
- . Administrative Support when needed.
**Requirement**:
- Diploma or Degree in Computing, Information Technology or equivalent.
- 3 - 5 years experience in IT helpdesk support.
- Team player with a strong passion in IT service delivery and in the improvement of end-user experience.
- Fast Learner with strong adaptability to new innovative ideas and technologies
- Good technical knowledge in device-related technology, e.g. Windows, iOS and Android.
- Good communication
- Experiences in IT Service Management platforms
Edelman is a global communications firm that partners with businesses and organizations to evolve, promote and protect their brands and reputations. Our 6,000 people in more than 60 offices deliver communications strategies that give our clients the confidence to lead and act with certainty, earning the trust of their stakeholders. Our honors include the Cannes Lions Grand Prix for PR; Advertising Age’s 2019 A-List; the Holmes Report’s 2018 Global Digital Agency of the Year; and, five times, Glassdoor’s Best Places to Work. Since our founding in 1952, we have remained an independent, family-run business. Edelman owns specialty companies Edelman Data & Intelligence (DxI) and United Entertainment Group (entertainment, sports, lifestyle).
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