Service Delivery Analyst I
Summary:  Available Immediately

Use of strong customer service skills to provide first line help-desk support to Mercy Ships staff/crew, assisting with hardware and software incidents and problems via phone, email, or tickets.
Description:  

Essential Duties and Responsibilities (include but not limited to)

To perform the job successfully, an individual must be able to perform each essential duty satisfactorily:

  • Maintain a high degree of customer service for all support queries and follow to service management principles
  • Respond to and resolve customer calls in a professional and timely manner
  • Take ownership of customer problems and be proactive when dealing with their issues
  • Fully document all cases in a call tracking system
  • Troubleshoot workstation operating systems, applications, peripherals, network and hardware issues
  • Support customers in the use of computer equipment by providing necessary training and advice
  • Assist with the installation, maintenance and support of IT and telecommunications equipment
  • Facilitate the repair or replacement of any non-functioning IT or telecommunications equipment
  • Maintain IS Department equipment inventory
  • Research and recommend equipment and hardware solution
  • Create FAQ articles to facilitate customer self-help
  • Create problem resolution documentation in the knowledge base articles
  • Escalate more complex calls to the relevant IS team/staff and follow up on the resolution of each
  • Other duties as assigned

Qualifications (Knowledge, Skills, Abilities, and Requirements)

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

  • Able to live in and contribute to community life, requiring stable and healthy interpersonal skills
  • Strong working knowledge of the latest Microsoft desktop operating systems
  • Experience in using and troubleshooting Microsoft Office applications within a network environment
  • Demonstrable knowledge of IT and telecommunications troubleshooting techniques
  • Understanding of PC hardware setup and configuration
  • Ability to work independently and prioritize tasks accordingly with direction from the supervisor
  • Excellent telephone manner
  • Occasional travel may be required. Travel may be to foreign countries and may require consecutive weeks (3-4) out of the country
  • Supportive of Mercy Ships mission and vis