Service Delivery Analyst (3180) Butler, Ohio

Summary



Works with team of Service Delivery Analysts (SDAs) to support Logicalis Managed Services’ customers. Addresses customer ad-hoc questions and concerns, validates customer billing, and responsible for integrations and de-integrations of devices and services as requested by customer.



Essential Duties and Responsibilities



  • Completes day to day tasks as requested by customers; works with Logicalis team in support of customer deliverables.
  • Acts as communication point for service affecting incidents and customer escalations.
  • Coordinates work efforts with appropriate Logicalis staff.
  • Acts as Managed Services focal point for project efforts affecting managed environment.
  • Ensures monthly billing is accurate and time and materials (T&M) efforts are properly tracked.
  • Takes lead on customer new service and/or device integration or de-integration.
  • Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values.
  • Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis in order to ensure adherence in a manner that reflects honest, ethical and professional behaviors.
  • Supports and conducts self in a manner consistent with customer service expectations.
Supervisory Responsibilities



This job has no supervisory responsibilities.



Qualifications



To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



Education and/or Experience



Education:



  • Associate’s Degree in a related field.
Experience:



  • 3 years experience in IT infrastructure and in delivering customer services.
  • Exposure or training in ITIL foundations desirable.
May consider an equivalent combination of education and experience.



Computer Skills



  • Proficient use of all Microsoft Office applications.
Certificates, Licenses, Registrations



  • None
Other Skills and Abilities



  • Strong organizational skills, attention to detail and flexibility a must.
  • Ability to multi-task and reprioritize work efforts as necessary.
  • Possess relationship management abilities.
  • Ability to work under pressure and strong ability to “think on your feet”.
  • Outstanding oral, written, and technical/business communication skills.
  • Ability to interact successfully with all levels of customer and IT provider organization.
  • Reasonable technical understanding and ability to translate technical requirements and specifications into easily understood business concepts and vice versa.
Physical Demands



The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



While performing the duties of this Job, the employee isconstantly required to sit,talk, see, hear,and use handsand arms. The employee is frequently required to stand; move about,climb stepsor balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds.



The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.

Logicalis is an equal opportunity employer.



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