Job Description:
We are seeking a skilled professional to fill the role of Field Service Analyst. This position involves acting as a primary point of contact for a team of operational and professional level members, guiding their work according to operational and project objectives, and measuring performance against key performance indicators (KPIs).
The ideal candidate will have experience in IT software and hardware troubleshooting, with proficiency in Windows OS and end-user computing. They should also be familiar with ITIL and project management methodologies, as well as IT service management tools like ServiceNow.
This is an excellent opportunity for someone looking to develop their leadership skills and contribute to the success of our organization.
* Main Responsibilities:
* Act as a primary point of contact for a team of operational and professional level members.
* Guide work according to operational and project objectives, measured on KPIs aligned to the same.
* Sets clear expectations for work outcomes and assists in driving team performance.
* Assigns and drives daily deliverables for a larger field service team or supplier.
* Regularly coaches and mentors peer team members.
* Reviews work and performance of peer team members in alignment to project deliverables and ensures team achieves specific performance metrics.
* Works on day-to-day incident resolution and request fulfillment aligned to ITIL framework.
* Involved with IMAC activities for desktops, laptops, monitors, printers, and other IT equipment and peripherals as needed.
* Supports team in business process improvements.