Job Title IT Service Delivery Specialist

Location Based in Bangalore

Job Description

Company overview SDL (LSE: SDL) is the leader in global content management and language solutions.
With more than 20 years of experience, SDL helps companies build relevant digital
experiences that deliver transformative business results on a global
scale. Seventy-nine of the top 100 global brands trust SDL to simplify the
complexity of managing content across multiple brands, websites, languages, and
devices. Go global faster with SDL. Learn more at SDL.com and follow us on
<div><span style=
Twitter, LinkedIn and Facebook.

Overview This challenging service desk role requires an excellent communicator with an
ability to use their own initiative and to work as a team or independently. The
successful candidate will join SDLs Global Service Centre, part of the Global
Service Delivery team. This team provide IT support services to over 4000 end
users across the globe. The ideal candidate will be highly motivated with an
excellent customer focused approach and commitment to service delivery.

This role offers an individual with the basic skills the opportunity to expand their
knowledge into all aspects of core IT administration, end user computing,
networking and business critical application support. SDLs focus is to grow a first
class internal IT operation, which provides the tools, procedures, methods,
support and infrastructure for a rapidly expanding global operation. This role will
require shift working, providing support 24/5 with occasional evening/weekend
work.

Delivery of Support Services

Role/Responsibilities
Provide an initial point-of-contact for internal SDL employees, ensuring that
the end-toend customer experience is positive, consistent and high quality.
Responsible for the tracking of incidents and requests from initial
identification through to resolution, ensuring that appropriate categories for
logging and escalating incidents and requests are used.
Responsible for planning and organising daily workload. This includes
prioritising service calls and adjusting work plans to support high priority calls
to meet operational requirements. The types of support provided will include
the use of remote control software, email advice and telephone support to
SDLs global user base.
Responsible for the management of all issues assigned to them through the
Service Centre incident management system. Ensuring that the status and
history of issues are monitored, up dated and closed on completion.
 Responsible for providing guidance and support for a range of desktop
hardware and software related issues, including peripherals and mobile
devices.
Responsible for ensuring that all policies and procedures are followed and
propose changes to support processes to improve the quality of service.
Maintain the flow of information to all customers providing both timely
feedback and information. This includes retaining responsibility for the
progress and resolution of customer requests and communicating any
updates directly to them.
Utilising analytical skills for assessing and interpreting highly complex and
conflicting information to ensure that service incidents are investigated and
that those with unknown underlying root causes are captured as Problems
and managed accordingly.
Assist in the recording and maintenance of an accurate inventory of all IT
hardware and software.
Adhere to IT purchasing procedures.
Support the organisation with compliance to the following international
standards, ISO9001, IS27001 and ISO14001. This responsibility includes the
attendance (where necessary) at internal and external audit reviews to fulfil
the requirement of the standards.
Management
Support the Global Service Centre Manager in all aspects of their
responsibilities and deputise (when required) for them both internally and
externally.
Location/Mobility
This role will be desk based within SDLs Bangalore office.
Continual Professional Development
The post holder agrees to attend and contribute to staff meetings, customer
forums, training courses, seminars and workshops, to ensure the
development and enhancement of their working practices. The post holder
also agrees that they will participate in all personal review meetings and take
responsibility for their personal and professional development.
Confidentiality
The post holder must not disclose any information of a confidential nature
relating to SDL or the services that it provides to any customer or third party
during or after their employment except in the proper course of their
employment or as required by law.
Data Protection
The post holder should be aware of the legislation behind data protection
within their jurisdiction and follow relevant regulations and codes of practice
to ensure appropriate action is taken to safeguard confidential information.
General
This job description is not exhaustive and can be altered in consultation with
the post holder.
Person Specification
Criteria Relevant to the Role
General
Essential Desirable
Strong interpersonal and
communication skills, both
verbal and written in English
Ability to work in a shift rotation

Qualifications Educated to degree standard Foundation Certificate in ITIL

Microsoft Certified
Professional
Skills Excellent customer focused Ability to negotiate with and
approach and commitment to influence staff at all levels
service delivery Knowledge of Mac OSX
Strong problem solving skills Knowledge of ITIL
Logical and methodical approach Knowledge of Skype for
to working Business
Ability to prioritise workload
Knowledge of Windows
environments- specifically:
Active directory
Microsoft Windows
Office365
Knowledge and experience with
Antivirus technologies
Working knowledge of
networking technologies
Understanding of internet
technologies (WWW \ FTP \
EMAIL \ TCP\IP \ VPN)

Experience 1 years experience within an IT 1 years experience within an

or Application support onsite IT customer facing
environment role or similar
Personal Confidence, enthusiasm and
commitment to finding new
ways of working
Professional punctual, reliable,
trustworthy, inspires confidence
Able to work as part of a team or
independently
Self-confident