Service Delivery Analyst II
Use of strong customer service skills to ensure service requests and incidents are resolved within agreed SLAs by the relevant IS teams. Provide tier I & II service desk support for Mercy Ships staff and third parties. Assisting with service requests and incidents via tickets, using various communication channels. Implementing Change Requests relating to the Service Delivery Team.

Essential Duties And Responsibilities (Include But Not Limited To)

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

  • Respond to and resolve customer tickets in a professional and timely manner.
  • Follow IS Service Management principles and procedures.
  • Take ownership of customer tickets and be proactive in ensuring they are resolved by the relevant IS teams within SLAs
  • Tier I troubleshooting of all IS tickets including OS, applications, peripherals, network and hardware issues.
  • Tier II troubleshooting of IS tickets within the service desk scope of practice.
  • Provide Incident and outage communications to users.
  • Fully document all cases in the ticket tracking system
  • Implement Change Requests relating to Service Delivery service lines.
  • Promote, follow and enforce cyber security best practices as prescribed by the Data Protection team.
  • Support customers in the use of IS systems and equipment by providing training and advice.
  • Create FAQ/User Knowledge Base articles to facilitate customer self-help.
  • Create ticket resolution documentation in the Service Desk Knowledge Base
  • Design, develop and maintain service desk processes.
  • Document and recommend process improvements or change requests.
  • Other duties as assigned.

Qualifications (Knowledge, Skills, Abilities, And Requirements)

The requirements listed below are representative of the knowledge, skill, and/or ability required.

  • Excellent customer service manner
  • Strong knowledge of service desk processes and performance measurements.
  • Good knowledge of service desk workflow design, documentation and administration.
  • Good working knowledge of the latest desktop and mobile device operating systems
  • Experience in using and troubleshooting Microsoft Office applications within a network environment.
  • Demonstrable knowledge of IT and telecommunications troubleshooting techniques
  • Understanding of IT hardware setup and configuration
  • Ability to work independently and prioritize tasks with limited direction from the supervisor.
  • Able to live in and contribute to community life, requiring stable and healthy interpersonal skills.
  • Travel is required for this position and may include international travel. Further, duration for travel may be for 3 weeks or longer per trip.
  • Supportive of Mercy Ships mission and vision and committed to its core values.
  • Understand and apply servant leadership, work collaboratively with integrity and demonstrate accountability.

Education And Experience

The requirements listed below are representative of the education and / or experience required.

  • Bachelor's degree in information systems, or Computer Science, or the equivalent combination of education and experience preferred.

  • At least 3 years of relevant work experience is required, preferably in enterprise IT environment.
  • IT service desk and issue tracking software experience required.
  • ITIL Foundation Certification preferred, otherwise to be completed within first year of employment.
  • Microsoft Certifications, CompTIA A+ and/or Network+ certifications, or equivalent preferred
  • Successful completion of Mercy Ships Entry Training will be required within the first year.