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Global Service Delivery Specialist

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InformationTechnology
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081590 Requisition #
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Responsibilities include: The successful candidate will be accountable for onsite and remote IT support. The Global Service Delivery Specialist will answer computer user requests for assistance, problem solving, troubleshooting and resolving of software, hardware and network problems with a goal of first call resolution. The individual will participate in providing 24 hour support and rotate through the role of On Call Technician on a periodic basis to ensure achievement of response and resolution service level agreements.
 
Key areas of responsibility include but are not limited to the following;
  • Manage the tickets throughout their lifecycle from detection to closing, including those identified through monitoring activities.
  • Receives first level trouble calls via helpdesk tickets, telephone and e-mail and resolves them within scope of the role.
  • Periodic after hours on call support as assigned by the supervisor
  • Provide initial response to the end user as per first response service level targets.
  • Provides second-level support in solving routine technical problems. 
  • Assesses and collects essential issue data relative to the problem and customer information for the dispatching of work to correct assignment groups.
  • Oversee, manage, and coordinate all relevant activities to respond to the tickets.
  • Ensure service requests are appropriately documented as per policy/procedure within the IT Service Management tool.
  • Communicate (transfer) service requests to other IT resources that will be involved in fulfilling them as per established service level targets.
  • Update all service requests tickets in a timely manner, with appropriate level of information throughout the entire life cycle of the ticket
  • Know, understand, and carry out the IMT policies, process, procedures, and work instructions.
  • Provide remote IT technical support and assistance on all application software, software and peripherals.
  • Keep end-user abreast of current incident and service request status as per service level targets.
  • Communicate with team members regarding issues impacting end-users.
  • Ensure access tickets are created for all access requests submitted to the Service Desk.
  • Keep abreast of the technical and organizational knowledge required to perform these activities.
  • Receives and actions tickets from other support teams as required
  • Monitor the resolution of access and incident tickets against service level targets
  • Provide Service KPI reports.
  • Create, maintain all relevant documentation for the Service Desk
  • Identify areas for continuous improvement

SELECTION CRITERIA

BASIC REQUIREMENTS:
To be considered for this job, applicants must meet these basic requirements:
  • Associates degree in computer science, mathematics, engineering, or information systems with three (3) to five (5) years’ experience or a minimum of eight (8) years’ experience related to a Help Desk role with demonstrated applications system administration required
  • Microsoft MCSA or MCSE and A+ certifications preferred.
  • Two years of PC Technician experience in a business networking environment or equivalent required
  • Excellent customer service skills required 
  • Able to work in a fast-paced environment with a diverse team required 
  • Able to work independently under minimal supervision and flexible to participate as a team member with a willingness to help junior staff where needed required
  • Excellent verbal and written communication, active listening and interpersonal skills required
  • Highly Organized and detailed oriented required
  • Respond to end user problems quickly with a can-do attitude required 
  • Effective and persuasive verbal and written communications required 
  • Exercises good judgment required 
  • Able to transfer knowledge by coaching, training and mentoring required 
  • Strong problem analysis, troubleshooting, resolution skills with drive and focus on accuracy and completion required 
  • B-lingual, native Spanish and fluent English preferred
 
 
BARRICK IS AN EQUAL OPPORTUNITY EMPLOYER

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