Deskripsi Pekerjaan
Are you a customer-focused IT professional looking to elevate your career? Microgenesis Business Systems is seeking a dynamic Service Delivery Specialist (SDS) to join our Managed Services Operations Center (MSOC). In this pivotal role, you will act as the primary bridge between our technical infrastructure and our clients' business success. You will be responsible for ensuring that our services are delivered with consistent excellence, meeting strict Service Level Agreements (SLAs), and driving continuous improvement in our operational workflows.
As an SDS, you won't just be managing tickets; you will be managing relationships and outcomes. You will play a crucial role in maintaining the health of our clients' IT environments, ensuring that every service request is handled with precision, urgency, and technical expertise. If you thrive in a fast-paced environment and are passionate about delivering top-tier IT service, we want to hear from you.
Tanggung Jawab
- Manage end-to-end service delivery workflows within the MSOC to ensure high availability and performance.
- Monitor and track Service Level Agreements (SLAs) to ensure timely resolution of incidents and service requests.
- Act as the primary point of contact for clients regarding service status, escalations, and operational updates.
- Perform regular service audits and generate performance reports to identify areas for service improvement.
- Collaborate with technical support teams to resolve complex issues and streamline troubleshooting processes.
- Maintain comprehensive documentation of service procedures, knowledge base articles, and client-specific requirements.
- Proactively communicate service outages or maintenance schedules to relevant stakeholders.
Kualifikasi
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- At least 2-3 years of experience in an IT Service Delivery, Help Desk, or Managed Services environment.
- Strong understanding of ITIL frameworks and service management best practices.
- Excellent communication skills with the ability to articulate technical concepts to non-technical stakeholders.
- Proven ability to manage multiple priorities in a high-pressure, fast-paced environment.
- Technical proficiency in monitoring tools, ticketing systems (e.g., Jira, ServiceNow), and remote management software.
- Highly organized, analytical, and detail-oriented with a strong commitment to customer satisfaction.