IT Service Delivery Analyst

JOB SUMMARY

We seek a dynamic and motivated IT Service Delivery Analyst to join our global service delivery team. As an IT Service Delivery Analyst, you will be crucial in supporting various customer software initiatives, working cross-functionally with engineers to deliver a superior customer experience. This position offers an excellent opportunity to gain practical experience in technology while contributing to the growth and success of Loop1.

Duties & Responsibilities:

• Providing customers with engaging, accurate, efficient, professional support via the customer portal, chat, email, and phone calls.
• Monitor the ServiceNow ticketing portal, prioritize customer queries, and escalate technical issues to technical engineers.
• Maintain high service delivery standards for our customers and regularly monitor engineers' performance, preparing feedback reports for leadership.
• Proficient in process documentation and monitoring performance metrics.
• Responsible for managing customer escalations to ensure all issues are resolved on time, driving an excellent customer experience.
• Continually find opportunities to improve operational effectiveness and efficiency.

Requirements:

• A degree or diploma in computer science, information technology, or a related field.
• 2-3 years of experience as a support engineer.
• Exceptional written and verbal communication skills, English included.
• Strong interpersonal skills - you can work with and manage people effectively, handling challenging situations.
• Impressive analytical skills - you enjoy breaking down problems and finding optimal solutions.
• The ability to perform well under pressure - you thrive in fast-paced environments.
• Availability to support a 24/7 service team - you can work a flexible schedule.

Experience, Knowledge, Skills, and Abilities:

• Strong interpersonal skills – ability to work cross-functionally, handling challenging situations.
• Impressive analytical skills – breaking down complex problems and finding optimal solutions.
• The ability to perform well under pressure and thrive in a fast-paced environment.
• Available for a flexible work schedule to meet our customer-focused 24/7 service delivery requirements. 

Preferred Qualifications:

• A degree or diploma in computer science, information technology, or a related field.
• 2-3 years of experience as a support engineer.
• ITIL qualifications would be an advantage. 
• Proficient in English - strong communication with clear verbal and writing skills