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IT Service Delivery Technician
2 weeks ago
Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. As a leading water technology company with 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world's most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions.
The Role
User support and customer service on company-supported computer applications and platforms. Troubleshoot IT problems and advise on the appropriate action.
Key Tasks and Responsibilities
.
- Respond to IT support and troubleshooting requests for technical assistance. Diagnose and resolve hardware and software problems and take appropriate remedial action in person, over the telephone and electronically (Remote control).
- Provide support in excellent interpersonal skills with VIP's users in the Organization.
- Research questions using available Company's information resources
- Advise user on appropriate action.
- Follow standard Service Delivery procedures.
- Log all Service Desk interactions in Xylem's ticketing system (Smart Support).
- Re-direct incidents and/or problems to appropriate L3 resources, after the completion of local troubleshooting.
- Identify and escalate situations requiring urgent attention (Critical and High tickets).
- Track and route problems, requests and document resolutions.
- Prepare activity reports.
- Stay current with system information, changes and updates.
- Work in team with the other sub-regional team members.
- If needed, provide support to remote users and locations in the Middle East/Turkey/North Africa Region.
Education & Training.
- Related experience and training
- Technical degree or equivalent
- ITIL Certification is preferred but not mandatory.
Knowledge and Experience
.
- Working knowledge of fundamental operations of relevant software, hardware and other equipment.
- Knowledge of relevant call tracking applications
- Knowledge and experience of customer service practices
Ability to diagnose an issue and then take ownership of it through to completion on the following technologies:
Microsoft Office 2013/2016/Office365 Suite
- Microsoft Windows 10/11 Enterprise/Pro
Microsoft Windows Server 2012/2019/2022
Networking Concepts (TCP/IP, LAN/WAN, DNS).
- Remote Access Technologies.
- Strong problem-solving skills.
Core Competencies.
- Excellent interpersonal skills and relationship in supporting VIPs.
- Oral and written communication skills.
- Customer service orientation.
- Problem analysis.
- Problem-solving.
- Adaptability.
- Planning and organizing.
- Attention to detail
- Full clean UK driving license and access to vehicle
Join the global Xylem team to be a part of innovative technology solutions transforming water usage, conservation, and re-use. Our products impact public utilities, industrial sectors, residential areas, and commercial buildings, with a commitment to providing smart metering, network technologies, and advanced analytics for water, electric, and gas utilities. Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of inclusion and belonging in driving innovation and allowing us to compete more effectively around the world.
