IT Service Delivery Analyst

Company: Kforce Technology
Location: Irving
Posted on: September 19, 2023

Job Description:

Kforce has a client that is seeking an IT Service Delivery Analyst in Irving, TX.

Summary:
This position requires a motivated individual working to review and analyze IT incidents and tech dispatches to ensure that necessary tech/part dispatches are created and monitored to ensure that ETAs are provided. You will also follow-up with associated departments and vendor partners to ensure timely resolution of store IT issues. The IT Service Delivery Analyst will be part of a 24/7/365 team ensuring that store IT issues are addressed and resolved within SLA (Service Level Agreement).

Duties:

• Utilize ticketing system (ServiceNow) and remote tools to monitor store incidents to ensure that incidents are worked with the appropriate urgency and tech dispatches are placed
  
• Utilize ticketing system (ServiceNow) and other tools like Power BI to review, analyze performance to ensure resolution to store technical issues are resolved in a timely and efficient manner
  
• Ensure that tech dispatches are placed correctly and received by the appropriate vendor
  
• Monitor tech dispatches through completion and ensure that any additional actions post tech dispatch are being undertaken through use of ServiceNow reporting and other tools like Power BI
  
• Monitor service performance to identify areas for improvement and implement and suggest and implement changes
  
• Escalate procedural or action misses to the appropriate supervisory teams withing internal and external teams for correction/action
  
• Create and manage feedback loop for improvement with internal and external teams
  
• Become a subject matter expert in P1/P2 incidents requiring tech/part dispatch through review of the internal knowledge base and other materials
  
• Track and provide status of active P1/P2 dispatched incidents
  
• Develop knowledge base for tech support (review of available materials and tech support call recordings)
  

Keywords: Kforce Technology, Irving , IT Service Delivery Analyst, Professions , Irving, Texas