It Service Delivery Technician

Position PurposeEnhance 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.Essential Functions•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.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 travelPhysical DemandsAbility to walk, stand, and/or bend for extended periods of time. Ability to lift up to 40 lbs. comfortably.Equipment & Machinery UsedBusiness class desktop and laptop computers, tablets, laser printers, multi-function copy machines, servers, switches, routers, UPSs etc. The employment policy of Ivoclar Vivadent Manufacturing Inc. is to provide equal opportunity to all persons. Our company, therefore, has made a commitment to equal employment opportunity through a positive and continuing affirmative action program. No employee or applicant for employment will be discriminated against because of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, military and/or veteran status, or any other Federal or State legally-protected classes.