Job Title - IT Service Delivery Analyst
 

Essential

• 2 – 3 years’ experience within an IT support environment.
• The ideal candidate should possess the working knowledge and hands-on experience on the following technical areas:
• Windows Server 2008/2012/2016Microsoft Office, Active directory and O365
• Windows Desktop 7/10
• Microsoft Exchange
• Basic Networking protocols TCP/IP
• Antivirus technologies
• Internet technologies (WWW \ FTP \ EMAIL \ TCP\IP \ VPN
• Expertise across multiple ITSM toolsets
• Proven expertise in reducing call volumes through trending and service improvement.
• Previous experience working within a customer-focused environment is essential.
• Strong fault-finding skills, combined with the ability to guide people remotely through IT systems to gather pertinent information.
• Good verbal and written communication skills (English)
• Excellent email/telephone manner and good interpersonal skills
• PC literate with working knowledge of using Email and Microsoft packages.
• Willingness to work in shift-based schedule.
• Customer-focused approach to dealing with service and incident requests.
• Ability to work effectively with various types of end-users.
• Ability to work under pressure efficiently.
• Ability to multi-task, prioritize and manage workload.
• Self-motivated and self-reliant with the ability to work independently.
• Excellent attention to detail and be pro-active, hardworking, and patient.
• Ability to excel both independently as well as part of a team.
• Professional –punctual, reliable, trustworthy, inspires confidence.
• Applicants should have willingness toward self-improvement and continuous learning.

Desirable

• Logical and methodical approach to working.
• Knowledge of Mac OSX
• Knowledge of ITIL
• Knowledge of scripting in PowerShell, batch files or VBScripts, Virtualization (Hyper-V, VMware)