IT Service Delivery Analyst I, ( 21-4917)

Information Technology Fot, Hungary Budapest, Hungary


Description

FieldCore, a GE company, is a new, independent industrial field services company that will deliver the highest standard of field service and capabilities for GE and its customers. FieldCore will bring together the field services expertise and people from both Granite and GE’s Power Services into one powerhouse. Driven by the values of safety, quality and integrity, FieldCore will be built to deliver excellence for customers in the power generation, oil & gas, nuclear, and wind power markets. For more information (http://www.fieldcore.com)

Role Summary / Purpose

 

The IT Service Delivery Analyst II is a hands-on role managing regional IT Client Service Delivery, ensuring service model meets the needs of a dynamic, global workforce.

Essential Functions

  • Drive IT Best Practices within organization through knowledge management and awareness
  • Provide region focal point for IT service escalations
  • Own and execute Projects as assigned by Manager
  • Establish and maintain relationships with FC / GE IT partners
  • Contribute to IT Service strategy, to meet and exceed the changing expectations of the Fieldcore Teams
  • Sustain IT service results by optimizing delivery and support of Laptop Computers, devices, and media for field teams and kiosks, conference and work sites, and staff workstations
  • Coordinate planning and deployment of Mobile communication and connectivity solutions
  • Manage Vendor relationship, drive meeting rhythm, provide feedback and ensure delivery of solutions based on observation and regular review of IT tickets and SLAs.
  • Achieve customer service goals by monitoring customer feedback and implementing corrective action
  • Maintain Core PC Build in alignment with business needs, ensuring that software packages are reviewed, deployed and managed as required by business
  • Manage the planning, procurement, inventory and implementation of desktop and laptop computers, devices, media equipment and peripherals
  • Protect computer assets in collaboration with GE CoreTech teams by adhering to Security measures; directing system control development and access management, monitoring, control, and evaluation
  • Ensure that vendors actively provide timely and consistent updates of asset database
  • Ensure process is implemented for compliant recycling and/or disposal of returned assets
  • Ensure availability of required software and licensing
  • Prepare reports on agreed metrics and KPI’s, for consumption of Business Leaders and partners
  • Create an environment of superior customer service and technical performance
  • Moderate level of business travel
  • Perform other duties as assigned

Qualifications / Requirements

  • Strong technical background with 5+ years of hands-on experience in IT Infrastructure and client services space
  • Knowledge of ITIL (v3) methodologies and processes
  • Working knowledge of ServiceNow Incident, Change and Reporting
  • Experience of enterprise active directory environments
  • High level understanding of Server/Network/Telecom ecosystems
  • Experience of service desk or call center environment
  • Experience in deployment of Laptops/Ipad/Smart phones and other devices to field teams
  • Experience in deploying different connectivity devices for remote sites
  • Demonstrates technical skills associated with identifying and resolving problems reported with desktop, laptop, and networked systems

Desired Characteristics

  • Strong interpersonal skills; Ability to communicate technical information in a clear and concise manner to both technical and nontechnical personnel
  • Positive character with "can do" attitude in times of change and adversity
  • Ability to work autonomously, innovate, manage a large workload and deal with ambiguity
  • Ability to include others on initiatives and work constructively within a team environment
  • Strong attention to detail, analytical acumen, intellectual curiosity, creativity, a proven work ethic
  • Solid project management, planning /organizational skills in a matrix organization and at a regional level
  • Knowledge of technology trends and strategies
  • Possess an action-oriented work style; excellent judgment and ability to see the “big picture”
  • Demonstrated commitment to customer service
  • Innovation and versatility
  • English proficiency essential