IT Service Delivery Analyst

Job title: IT Service Delivery Analyst

Company: SDL Multilingual Solutions, Pvt Ltd

Job description: Company overview

SDL (LSE: SDL) is the leader in global content management and language solutions. With more than 20 years of experience, SDL helps companies build relevant digital experiences that deliver transformative business results on a global scale. Seventy-nine of the top 100 global brands trust SDL to simplify the complexity of managing content across multiple brands, websites, languages, and devices. Go global faster with SDL. Learn more at and follow us on Twitter , LinkedIn and Facebook .


This exciting, fast paced internal facing role requires an excellent customer-oriented communicator with an ability to use their own initiative and to work as a team or independently. The successful candidate will join Global IT 1 st Line Support Team, part of the SDL s Global IT Team. This team provide IT support services to over 4000 end users across the globe.

This role offers an individual with the basic skills the opportunity to expand their knowledge into all aspects of core IT administration, end user computing, networking and business critical application support.

SDL s focus is to grow a first class internal IT operation, which provides the tools, procedures, methods, support and infrastructure for a rapidly expanding global operation. This role will require working in shift-based schedules, providing support 24×5 with occasional evening/weekend work which is envisioned to scale to 24×7.

The ideal candidate will be highly motivated with an excellent customer focused approach and commitment to service delivery.


Delivery of Support Services:

  • Taking inbound emails/calls/tickets from users with technical IT issues (software & hardware) with the view to resolve at first contact by providing a high level of customer service.
  • Responsible and accountable for the tracking of incidents and requests from initial identification through to resolution, ensuring that appropriate categories for logging and escalating incidents and requests are used.
  • Interact with users to resolve IT related issues and provide IT Support in a timely manner in line with company SLA s.
  • Provide end-user IT support for internal SDL employees, ensuring that the end-to end customer experience is positive, consistent and high quality.
  • Manage Service Centre tickets to ensure all cases are dealt with on time; end user support may be provided face to face, via phone, email or Skype.
  • Performing basic and intermediate level technical troubleshooting for issues/problems as per the scope defined.
  • Asking the customers targeted questions to quickly understand the root of the problem and escalating promptly if required.
  • Keeping track of the issues through to resolution (if the issue can be resolved within the scope of the 1 st Level), within agreed time limits
  • Escalate complex incidents to appropriate 2nd line or 3rd line support members in line with company processes to ensure customer demands are met.
  • Provide support for Windows operating system and software installations and upgrades using SCCM.
  • Troubleshoot environments including VMware vCenter, Windows Server, EMC SAN storage and backup technologies.
  • Responsible for planning and organising daily workload. This includes prioritising service calls and adjusting work plans to support high priority calls to meet operational requirements. The types of support provided will include the use of remote control software and email or phone call or chat support to SDL s pan Global user base.
  • Responsible for the management of all issues assigned to them through the Service Centre incident management system. Ensuring that the status and history of issues are monitored, up dated and closed on completion.
  • Responsible for ensuring that all policies and procedures are followed and propose changes to support processes to improve the quality of service.
  • Escalate complex incidents to appropriate 2nd line or 3rd line support members in line with company processes to ensure customer demands are met.
  • Following security processes in line with company processes and regulations
  • Follow procedures, maintain documentation and standards and collate and submit asset information as required
  • Gathering and documenting as much information as possible for the escalation teams to perform advanced investigation on the issue.
  • Collaborate with other Global IT teams like the Business Applications, etc when the resolution of the reported IT issues is dependent on the change or fix which is to be implemented on application side.
  • As part of continued development the role will require ad-hoc project work to be carried out.


  • The post holder will not be required to travel between SDL offices as this is a remote support role.

Data Protection

  • The post holder should be aware of the legislation behind data protection within their jurisdiction and follow relevant regulations and codes of practice to ensure appropriate action is taken to safeguard confidential information.


  • This job description is not exhaustive and can be altered in consultation with the post holder.
  • The post holder will be required to work in shift based schedules which includes working on weekends and public holidays.
  • The role is desk-based and the post holder will be required to work from their office work stations.




  • Bachelor s degree in Science or Computers


  • Foundation Certificate in ITIL



  • The ideal candidate should possess the working knowledge and hands-on experience on the following technical areas:
  • Windows Server 2008/2012/2016
  • Microsoft Office, Active directory and O365
  • Windows Desktop 7/10
  • Microsoft Exchange
  • Basic Networking protocols TCP/IP
  • Antivirus technologies
  • Internet technologies (WWW FTP EMAIL TCPIP VPN
  • Expertise across multiple ITSM toolsets
  • Proven expertise in reducing call volumes through trending and service improvement.
  • Previous experience working within a customer-focused environment is essential.
  • Strong fault finding skills, combined with the ability to guide people remotely through IT systems to gather pertinent information.
  • Good verbal and written communication skills (English)
  • Excellent email/telephone manner and good interpersonal skills
  • PC literate with working knowledge of using Email and Microsoft packages
  • Willingness to work in shift-based schedule.


  • Logical and methodical approach to working
  • Knowledge of Mac OSX
  • Knowledge of ITIL
  • Knowledge of scripting in PowerShell , batch files or VBScripts
  • Virtualization (Hyper-V, VMware)



  • 2 3 years experience within an IT support environment


  • At least 1 year experience in Application support



  • Customer-focused approach to dealing with service and incident requests.
  • Ability to work effectively with various types of end-users.
  • Ability to work under pressure efficiently.
  • Ability to multi-task, prioritize and manage workload.
  • Self-motivated and self-reliant with ability to work independently.
  • Excellent attention to detail and be pro-active, hardworking and patient.
  • Ability to excel both independently as well as part of a team.
  • Professional punctual, reliable, trustworthy, inspires confidence
  • Applicant should have willingness toward self-improvement and continuous learning

Reporting Line

Global IT Service Delivery Team Lead


Other details

Expected salary: Rs.300000 per year

Location: Bangalore, Karnataka

Job date: Mon, 31 Aug 2020 07:39:23 GMT

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