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Service Delivery Specialist at Daniel J. Edelman Holdings in New York, New York

Posted in General Business 30+ days ago.

Type: Full-Time





Job Description:

The role of this position is to ensure proper computer operations so that end users can accomplish organizational tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests.

Responsibilities & Expectations


    • Act professionally and as a collaborative peer in the global team.

    • Provide general troubleshooting and maintenance on computer hardware and software for Windows and Mac operating systems.

    • Support users with software applications such as Adobe Creative Cloud and Microsoft O365.

    • Log incidents and service request calls into the helpdesk ticketing system with good detail and validation.

    • Provide 5-Star Excellence in Customer Service and helpful attitude for all customers at all levels.

    • Responsible for assigned help desk tickets, tracking resolution, and performing follow-up functions to ensure customer satisfaction and SLA Resolution management.

    • Assist with hardware and software upgrades - ensuring "things just work."

    • Train new employees to use desktop software and network resources.

    • Ensure all communication and escalation processes are followed.

    • Participate in special assignments and projects as requested.

    • Demonstrate behaviors consistent with Edelman's values and Code of Ethics and Business Conduct

    • Contribute to performance appraisals for peers, managers, and direct reports

Skills & Qualifications


    • At least 2-3 years of relevant IT Service Delivery experience with a multinational company, ideally with communications marketing.

    • Minimum 2-3 years of working knowledge of operating systems: Windows 10/11 and Mac OS X 12.X in a corporate/enterprise environment.

    • Minimum 3 years of working knowledge of O365 (OneDrive, teams, SharePoint, Outlook, Word, PPT, Excel).

    • Excellent verbal and written communication skills.

    • Excellent customer service skills.

    • Knowledge of Help desk tools for tracking issues and resolution.

    • Strong professional and collaboration skills to work in a team environment.

    • Attention to detail and organizational skills.

    • Ability to manage simultaneous tasks/issues/tickets.

    • Be able to lift up to 50lbs.

Key Measures of Success


    • RELENTLESS PURSUIT OF EXCELLENCE

    • Serves as a positive role model; supports and respects colleagues, clients, and partners; focuses on self-improvement

    • Always takes all feedback as a constructive learning opportunity and acts upon it; ensures excellence is repeated by rigorously identifying and socializing key learnings for all colleagues

    • Ensure Service Desk SLAs are met.

    • Ensure issues are resolved during first contact as much as possible.

    • FREEDOM TO BE CONSTANTLY CURIOUS

    • Constantly test existing ideas/processes and challenge the team to make improvements.

    • Actively find the best technology within the industry

    • Leverage the Edelman and individual market cultures to the best effect

    • COURAGE TO DO THE RIGHT THING

    • Ask questions, challenge conventions, and become the go-to trusted partner for the business.

    • Provide support and meet goals that exploit opportunities and meet business requirements.

    • Encompass internal capabilities, external resources, opportunities, and threats always aligned with the business goals

#LI-KW2

#LI-Hybrid

Edelman is a global communications firm that partners with businesses and organizations to evolve, promote and protect their brands and reputations. Our 6,000 people in more than 60 offices deliver communications strategies that give our clients the confidence to lead and act with certainty, earning the trust of their stakeholders. Our honors include the Cannes Lions Grand Prix for PR; Advertising Age's 2019 A-List; the Holmes Report's 2018 Global Digital Agency of the Year; and, five times, Glassdoor's Best Places to Work. Since our founding in 1952, we have remained an independent, family-run business. Edelman owns specialty companies Edelman Data & Intelligence (DxI) and United Entertainment Group (entertainment, sports, lifestyle).

For more information please visit: www.edelman.com

Click here to view a short video about life at Edelman.

Employees must be fully vaccinated against COVID-19 (i.e., at least 2 weeks after last dose) and, if hired, present proof of vaccination before start date. Candidates may request an accommodation due to disability, sincerely held religious belief or exception required under applicable law.

Edelman is an equal opportunity employer of all protected classes, including veterans and individuals with disabilities.





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