IT Service Delivery Specialist

1 day ago

Makati, Philippines weSource Management Consultancy Firm Full time
IT Service Delivery Specialist - up to 50K - Makati Hybrid

The Service Delivery Specialist role acts as the first line of contact with our clients and end-users across the globe and provides the most user-facing aspect of our business. This role works to resolve all issues both proactively and reactively. It requires a general understanding of technology products to allow you to gather information, analyze symptoms, and determine/troubleshoot escalation and more advanced problems.

Main Tasks and Responsibilities:

  • Provides first level remote technical support including triage and troubleshooting, resolution where possible, and assignment where required to the second line or third line support teams and third parties.
  • Handles incidents and service requests in Jira ticketing tool.
  • Handles inquiries and issues in community channels such as Telegram and Discord.
  • Enhances first line skills such as interrogation of logs for errors and understanding how applications interface in a complex environment.
  • Provides monitoring of system performance in the Infrastructure based in Cloud Computing including network; investigates and troubleshoots issues and makes recommendations to improve system performance.
  • Performs initial analysis on the tickets to determine the right priority of the issues.
  • Takes full ownership for all tickets from open to resolution, ensuring delivery within the Service Level Agreements.
  • Knows when to prioritize and escalate to the further level of supports or management team, as well as contacts third party suppliers based on business impact and follows the documented guidelines and operating procedures.
  • Proactively contributes to the enrichment of knowledge base content.
  • Logs incident, service request tickets as well as problem and change tickets.

Skills and Experiences:

  • At least 3 years work experience, ideally in an international Tech environment with remote working culture.
  • Bachelor's degree is an advantage.
  • Solid knowledge and good understanding of best practices from ITIL frameworks.
  • Basic programming knowledge is a plus.
  • Must be willing to work on a shifting schedule with 24/7 support, including graveyard shifts.
  • Very good communication skills in English, both oral and written.
  • Customer service mindset/skills by being responsive and dedicated to providing excellent customer service.
  • Ability to work independently, with a willingness to learn, and have a strong sense of ownership, responsibility, and accountability urgency.
  • Engaged, well organized, attention to detail, enthusiastic, and assertive.
  • Flexible and likes to work in a fast-paced, changing, and dynamic international environment.
  • Team player who is able to do cross-team collaboration and communication.
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