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Service Delivery Analyst – Bilingual
DPR Construction. Provide technical support to enterprise users for hardware, software, cloud, and mobility platforms .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing technical support for hardware, software, cloud, and mobility platforms, with a strong focus on troubleshooting, incident resolution, and user training. Proficient in documenting incidents and coordinating with specialist teams to enhance service delivery.
Highest-signal resume keywords
Technical Support ExperienceTroubleshooting LaptopsCloud-Based ApplicationsIT Service Management CertificationUser Onboarding Activities
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportIncident ResolutionTroubleshootingDocumentationRoot Cause AnalysisService Level AgreementsCloud PlatformsMobility PlatformsEnd-User SupportTicketing Systems
Soft Skills
User TrainingCommunicationProblem-SolvingCollaborationCustomer Service
Certifications & Qualifications
IT Service Management Certification
Industry Keywords
IT Service DeskEnd-User SupportKnowledge BaseService RequestsIncident Tracking
Tech Stack
Tools & technologiesCloudITSM
About the role
Key responsibilities & impact- Provide technical support to enterprise users for hardware, software, cloud, and mobility platforms
- Troubleshoot incidents and fulfill service requests within service level agreements
- Provide remote, phone, and electronic technical support for hardware and software issues
- Document and track incidents through resolution and update knowledge base content
- Resolve tickets within established service levels and escalate when required
- Troubleshoot laptops, mobile devices, and cloud-based applications while coordinating with specialist teams
- Escalate incidents requiring advanced expertise to appropriate support tiers
- Support user onboarding activities
- Assist in root cause analysis of recurring issues and update knowledge documentation
- Train users and promote self-help resources to reduce repeat incidents
Requirements
What you’ll need- Bachelor’s degree in computer science or a related field, or equivalent experience required
- 2–4 years of experience in IT service desk or end-user support required
- IT service management certification preferred
- Technical support experience for hardware, software, cloud, and mobility platforms
- Experience troubleshooting laptops, mobile devices, and cloud-based applications
- Ability to document and track incidents through resolution
- Ability to resolve tickets within established service levels and escalate when required
- Ability to coordinate with specialist support teams
- Ability to support user onboarding activities
- Ability to assist with root cause analysis of recurring issues
- Ability to train users and promote self-help resources
Benefits
Comp & perks- Private, employee-owned company
- Opportunity to try new things, explore paths, and shape your future
- Opportunity to harness talents, enable curiosity, and pursue collective ambition
- Recognition as a great place to work by U.S. News and World Report, Forbes, Fast Company, and Newsweek