Overview

IT Service Delivery Technician

Location : Somerset, New Jersey

Purpose

Enhance the customer experience by promoting the Service Delivery as the first point of contact for IT issues and helping managing the lifecycle of incidents and service requests.

Service Delivery provides technical and troubleshooting assistance related to computer hardware and software, mobile devices and other technical tools and products.

Working with our managed clients located throughout the overall Ivoclar group, individuals in the Service Delivery role must be great communicators.

Being able to translate their technical knowledge into an actionable customer-oriented direction.

Your Responsibilities

Configures, troubleshoots, and resolves computer hardware, mobile devices, printers and software problems in a networked environment.

Proactively monitors application, network, internet and cloud services to identify potential problem or to improve efficiency.

Informs the users of unusual IT service interruptions.

Analyzes incidents to determines initial cause, if possible, solves problem directly, or routes incident tickets to responsible support area.

Follows-up on all incidents to ensure the incident is resolved in a timely manner to the satisfaction of the customer in-line with the Ivoclar Vivadent group service level agreements.

Ensuring that tickets are created for relevant incidents or service requests.

Efficiently manages incident and service request to make sure they are promptly addressed.

Documents incident resolutions for future reference in the ITSM tool

Accountability for improving the customer experience throughout the lifecycle of a service request or incident.

Provides or assists in technical training of users to insure the proper use of IT hardware, applications and processes / services.

Performs administrative activities such as creating user, mailboxes, shared security / distribution groups administration and others.

Maintain licenses for departments / organizations.

Preparing of purchase requests by evaluating and verifying best fit options

Prepare and Maintain documentation for use by customers and IT personnel.

Contributes to the development of methods and processes to permanently eliminate preventable errors and failures.

Ensure customer expectations are met or exceeded.

Review survey feedback to improve services, and ensuring staff are meeting defined metrics.

Upon request may participates in projects throughout the whole Ivoclar Vivadent group.

Implementation and fulfillment of the safety manual’s requirements

Implementation and fulfillment of the personnel handbook’s requirements

Implementation and fulfillment of the regulatory requirements

Acts as a role model in accordance with the Corporate Values of the Ivoclar Group.

Your Qualifications

Completed education, preferred in Technical or Business informatics

Knowledge and practical experience in Microsoft related systems, network technologies and PC Support

Typically requires 3 years' experience in IT or at least close to IT.

Is able to successfully participate in a project and run small project themself.

Find best fit problem-solving methodologies to diagnose and solve operational and interpersonal problems and address them to a higher-level support.

Is in a position to define achievable goals on his / her own.

Strong verbal communication skills and interpersonal skills required for providing support over the phone or in person, interaction with cross functional teams inside global IT.

Solution and result orientated personality.

Strong analytical thinking with high contribution level

Team player

Customer friendly and pro-active

Service oriented, communicative, and cooperative

Can solve conflicts in an objective and solution-oriented way.

Trustworthy, reliable, flexible, and resilient

Readiness for regional travel

Physical Demands

Ability to walk, stand, and / or bend for extended periods of time. Ability to lift up to 40 lbs. comfortably.

Let's achieve our goal together.

If you are looking for a job where you can contribute actively, develop personally and professionally, and make a lasting difference then this is the right place for you.

As an international family business with a long-term perspective, we know that it is our 3500 employees that are the key to our success.

Our Employee Benefits

Health, Dental, & Vision Insurance

401(k) Matching

Paid Time Off

Employee Assistance Program

Life Insurance

Disability Benefits

Tuition Reimbursement Programs & More!

www.ivoclarvivadent.us / company / careers

Ivoclar Vivadent Manufacturing, Inc. is committed to leveraging the talent of a diverse workforce to create great opportunities for our business and our people.

EOE / AA. Minority / Female / Sexual Orientation / Gender Identity / Disability / Veteran.

Frequently Asked Questions?

Job Location US-NJ-Somerset

Posted Date 2 months ago (12 / 20 / 2023 7 : 19 PM)

ID 2023-1880

Department Information Technology

Type Regular Full-Time

Last updated : 2024-02-25