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Service Delivery Technician
1 week ago
To maintain the day-to-day IT operational support for VF Singapore office while providing a high level of customer satisfaction, Service Delivery Technicians are responsible for resolving incidents and requests in a timely fashion and escalating to the appropriate support groups. Service Delivery Technicians must have a good balance of basic technical skills as well as customer-facing skills.
YOUR RESPONSIBILITIES WILL INCLUDE
(but are not limited to):
Responsible for daily IT operations and support
Monitor Service Desk tickets assigned to the queue and resolve in a timely manner based on SLA.
Install and configure computer hardware, software, systems, networks, printers, mobile phones, and any other IT-related devices
Communicate with users to determine the nature of problems and the best approach for resolving the issues
Perform hardware and software upgrades as per request
Handle projects with different functional teams to define requirements and implementation plans
Escalate and report any emergency cases to different functional teams
Analyze the incident tickets and determine areas for improvement
Maintain IT equipment inventory monthly and quarterly.
Conduct knowledge articles and guidelines, providing training sessions as necessary
Assist with defining Service Level Agreement (SLA) and ensure that the team meets SLA
Provide backup support to Senior Service Delivery Technician and Manager, EUS and SD Team
Ensure facilities such as conference rooms and computer equipment are in good operational condition
WHAT WE WILL BE LOOKING FOR IN YOU:
Solid working experience as tier 1 and tier 2 end user support
Windows 10/11 and Macintosh administration and troubleshooting skills
Knowledge in Active Directory, VPN, Unity, Zoom, Adobe, Microsoft O365 including Outlook, Word, Excel, PowerPoint, SharePoint, Teams, OneDrive, etc.
Knowledge of ServiceNow ticketing system and ability to view/create/resolve tickets
Ability to troubleshoot/resolve IT issues remotely via Proxy Air, SCCM, Zoom, Teams, and RDP
Able to work independently and liaise with global teams
Self-learner, team player, and able to work in different environments
Excellent analytical and problem-solving skills
Occasionally required to work or join meetings during non-office hours
A good team player with excellent communication and problem-solving skills
Seniority level
Associate
Employment type
Full-time
Job function
Information Technology
Industries
Retail Apparel and Fashion
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