IT Service Delivery Technician

Job Description

Job Description

Job Summary :

The IT Service Delivery Technician is a key operational role responsible for managing IT service requests, including installation, configuration, and troubleshooting of hardware and software. This position ensures optimal system performance, provides technical support to users, maintains accurate service documentation, and contributes to IT project initiatives. The technician plays a critical role in service delivery excellence and supports business objectives by ensuring technology systems function efficiently.

Key Responsibilities :

Technical Support :

Provide technical support to customers via phone, email, or in person.

Troubleshoot and resolve hardware, software, and network issues.

Install, configure, and maintain new and existing equipment and software.

Train users on new technology, software, and IT processes.

Service Delivery Management :

Manage service requests and ensure timely resolution.

Monitor service performance and identify areas for improvement.

Collaborate with other IT teams to implement service enhancements.

Develop and maintain service level agreements (SLAs).

Customer Relationship Management :

Build and maintain strong relationships with users and stakeholders.

Understand customer needs and provide appropriate solutions.

Gather feedback and address any concerns or issues.

Communicate service updates, changes, and scheduled maintenance to customers.

Documentation and Reporting :

Document all service requests, resolutions, and troubleshooting steps.

Maintain an accurate inventory of IT equipment and software.

Generate reports on service performance and customer satisfaction.

Identify trends and make recommendations for improvements.

Project Management :

Assist in planning and implementing IT projects, including network upgrades, manufacturing machine support, UPS, and AV-related systems.

Coordinate with cross-functional teams and stakeholders to ensure project success.

Monitor project progress, adjust plans, and provide status updates to management.

Quality Assurance :

Ensure all IT services and processes meet quality standards.

Conduct audits and reviews to identify issues or improvement opportunities.

Implement corrective actions to maintain service quality.

Stay updated on industry best practices and integrate them into service delivery processes.

High Impact Behaviors :

Continuous Professional Development : Seek out learning opportunities and stay current with industry trends.

Collaboration and Teamwork : Work effectively with IT teams and contribute to collective goals.

Results-Driven Performance : Deliver efficient, high-quality solutions and meet performance objectives.

Required Qualifications :

• Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent experience.
• 3–5 years of experience in IT service delivery, technical support, or a related field.
• Proficiency in troubleshooting hardware, software, and network issues.
• Strong customer service skills with the ability to communicate effectively with non-technical users.
• Excellent problem-solving skills and ability to diagnose and resolve technical issues promptly.
• Ability to work collaboratively within a team environment.

Preferred Qualifications :

Certification : Microsoft Certified Professional

Company Description

Compunnel Inc., established in 1994; is a leading provider of Staffing, IT / Software, e-Learning / Training, Business Intelligence, and Cloud Solutions. A leader in contingent and permanent workforce solutions, we also provide temp-to-hire staffing, project-based / SOW staffing, and payroll services to our esteemed clientele which includes Fortune 500 companies of diverse industry segments. Ranked as one of the largest staffing firms in the US which is our primary service market; we also have a significant presence in Europe and Asia. As a national service provider in the US, we are serving our customers all major states and regions; thereby generating numerous job opportunities for prospective employees in their preferred locations of choice.

We have witnessed multi-fold YOY growth, and continuously adding a large pool of talented resources to our employee base every year. Our extensive experience in hiring professionals of multiple in-demand skill sets (IT, Engineering, Healthcare, Admin-Clerical, Finance, Professional, Light Industrial, etc.) further makes Compunnel a wider and preferred platform for people to pursue their careers in the US. We welcome people from all walks of life and cultures, and we support workforce diversity by providing equal employment opportunities to people without any discrimination based on race, color, gender, religion, national / ethnic region, disability, or any other basis.

Company Description

Compunnel Inc., established in 1994; is a leading provider of Staffing, IT / Software, e-Learning / Training, Business Intelligence, and Cloud Solutions. A leader in contingent and permanent workforce solutions, we also provide temp-to-hire staffing, project-based / SOW staffing, and payroll services to our esteemed clientele which includes Fortune 500 companies of diverse industry segments. Ranked as one of the largest staffing firms in the US which is our primary service market; we also have a significant presence in Europe and Asia. As a national service provider in the US, we are serving our customers all major states and regions; thereby generating numerous job opportunities for prospective employees in their preferred locations of choice.\r\n\r\nWe have witnessed multi-fold YOY growth, and continuously adding a large pool of talented resources to our employee base every year. Our extensive experience in hiring professionals of multiple in-demand skill sets (IT, Engineering, Healthcare, Admin-Clerical, Finance, Professional, Light Industrial, etc.) further makes Compunnel a wider and preferred platform for people to pursue their careers in the US. We welcome people from all walks of life and cultures, and we support workforce diversity by providing equal employment opportunities to people without any discrimination based on race, color, gender, religion, national / ethnic region, disability, or any other basis.