Service Delivery Specialist

Job description / Role

On behalf of our client, a leading RFID solution provider, we are looking to recruit a Service Delivery Specialist. Reporting to Director Sales, you will manage incidents, services requests through various communication channels providing support to meet the need of the client.

Your responsibilities also include:
- ITIL process framework knowledge
- capturing and maintaining accurate case details for each process to enable greater shared knowledge and reporting
- Developing solutions and/or workarounds using problem solving techniques in order to restore service as quickly as possible
- Identifying and promptly allocating unresolved cases as appropriate to ensure progression, advising the users of actions taken
- Ensuring service delivery and incident resolutions are met in accordance with service level agreements (SLA's)
- Preparing training guides and step by step documentation on various knowledge base articles and deployment procedures
- Delivering HelpDesk reports on case of information to management
- Providing the business out of hour's emergency technical support
- Designing and implementing internal structures and process

Requirements

The successful candidate must possess recent ITIL certification with over 2 years of experience in a similar role with exposure to related businesses and technologies.

You should have a Diploma or Microsoft Certification in related field and possess good administration, communication, time management and organizational skills, as well as the capability to multitask and strong attention to detail.

You are a team player with effective analytical skills and you have excellent communication skills in English - both written and spoken.

*Only Western candidates will be considered.

About the Company

BAC Middle East - the longest established professional recruitment consultancy in the UAE. Established in 1979, we have been at the forefront of the region's recruitment industry for 40 years and were the first firm of our type in the world to achieve ISO9001 certification: a reflection of our constant emphasis on quality and customer satisfaction.

With our well-developed infrastructure and staff strength, we are able to assist you with recruitment needs ranging from junior professionals through to middle and senior management, whatever your industry sector.

BAC's proven regional experience and resources can help ensure that you recruit the best available candidates and enjoy the many advantages of a managed recruitment process.