Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

As an IT Service Delivery Analyst, you will act as a liaison between the business and IT organization, managing and resolving tickets within SLAs and providing support for IT-related issues from software to hardware. You will own end-user problems, follow up with internal teams, and communicate progress in a timely manner. Your role will involve documenting support information for knowledge base articles and participating in tasks and projects with a global team, including the collective management of our hardware lifecycle.

Responsibilities

Represent IT to the business, and be the voice of the business to IT
Align IT service offerings with business strategies, goals, and objectives
Participate in and collaborate with the Global Service Delivery teams
Troubleshoot 1st and 2nd level IT related issues from applications to hardware (workstations / phones / tablets)
Receive, log, and manage incidents and service requests using ServiceNow
Maintaining an asset inventory and track changes
Develop and maintain documentation / KB articles
Troubleshoot basic network issues
Escalate unresolved calls to the next level of support
Drive customer adoption and compliance
Develop and facilitate training sessions
Responsible for business satisfaction and the end user experience
Suggest improvements ideas within the team
Suggest innovation initiatives to add value to the business
Take ownership of incidents and follow up the status on behalf of the user and communicate progress in a timely manner to maintain a high degree of customer service for all support queries
Setup and prepare onboarders and returned equipment from leavers

Requirements

Minimum 3 years’ experience in similar position / role
Minimum 3 years supporting Microsoft Windows 11, Office 365 and related hardware in a midsize company
Entra/AD, InTune
Secure printing - Papercut Hive
Mobile phone device management , InTune
Apple Business Manager
Experience in a global role is a plus
ITIL certification is a plus
Best-in-class customer service
Strong technical acumen
Business Relationship Management
Ability to adapt to new environments and accept new challenges

Experience Level

Minimum 3 years’ experience

Education Level

Bachelor’s degree or educational equivalent

About the Company

At Suntory Global Spirits, we craft spirits of the highest quality and deliver brilliant experiences to people around the world.
Suntory Global Spirits has evolved into the world's third largest leading premium spirits company ... where each employee is treated like family and trusted with legacy.
With our greatest assets - our premium spirits and our people - we're driving growth through impactful marketing, innovation and an entrepreneurial spirit.
Suntory Global Spirits is a place where you can come Unleash your Spirit by making an impact each and every day.
While relocation, immigration, and/or tax compliance support are not guaranteed, we may offer assistance to successful candidates depending on factors such as role requirements in accordance with company guidelines.

Equal Opportunity

At Suntory Global Spirits, people are our number one priority, and we believe our people grow together in diverse and inclusive environments where their unique insights, experiences and backgrounds are valued and respected.
Suntory Global Spirits is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, military veteran status and all other characteristics, attributes or choices protected by law.
All recruitment and hiring decisions are based on an applicant’s skills and experience.