IT Service Delivery Tech II

Technician, It Service Delivery

Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. As a leading water technology company with 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world's most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions.

The Role:

The Technician, IT Service Delivery plays a critical role in ensuring the smooth operation and delivery of IT services across the organization. This hands-on role focuses on managing service requests, troubleshooting technical issues, and ensuring that all hardware and software systems function optimally. You will be instrumental in maintaining user satisfaction, improving service performance, and aligning IT service delivery with business objectives.

Core Responsibilities:

Technical Support

• Provide technical support to end users via phone, email, or in person.
• Troubleshoot and resolve hardware, software, and networking issues.
• Install, configure, and maintain IT equipment, peripherals, and applications.
• Deliver user training and guidance on new technologies and systems.

Service Delivery Management

• Manage and resolve IT service requests in a timely and professional manner.
• Monitor service performance metrics and identify areas for improvement.
• Collaborate with cross-functional teams to implement service enhancements.
• Maintain compliance with established service level agreements (SLAs).

Customer Relationship Management

• Build strong relationships with internal customers by providing responsive and proactive support.
• Understand user needs, gather feedback, and ensure continuous improvement in service quality.
• Communicate service updates and process changes clearly and consistently.

Documentation and Reporting

• Maintain accurate documentation of all service requests, configurations, and resolutions.
• Track inventory of hardware, software, and other IT assets.
• Generate and analyze reports on service performance, customer satisfaction, and issue trends.

Project Management Support

• Assist with the planning and execution of IT-related projects.
• Coordinate with stakeholders to ensure project milestones and deliverables are met.
• Provide regular updates and reporting on project progress.

Quality Assurance

• Ensure all IT services meet company quality standards.
• Participate in audits and implement corrective actions as needed.
• Stay informed of industry best practices and emerging technologies to improve service efficiency.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field; or equivalent work experience (minimum 2 years).

• Proven ability to troubleshoot and resolve computer, network, and software issues.

• Strong customer service orientation with excellent communication skills.

• Demonstrated problem-solving and analytical capabilities.

Preferred Qualifications

• Industry certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or ITIL Foundation.

• Experience working in a corporate IT service environment or help desk.

• Familiarity with IT asset management and service delivery tools (e.g., ServiceNow, Jira).

Join the global Xylem team to be a part of innovative technology solutions transforming water usage, conservation, and re-use. Our products impact public utilities, industrial sectors, residential areas, and commercial buildings, with a commitment to providing smart metering, network technologies, and advanced analytics for water, electric, and gas utilities. Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of inclusion and belonging in driving innovation and allowing us to compete more effectively around the world.

At Xylem, you'll not only contribute to solving water issues but also have the chance to make a difference through our paid Volunteer Program, Xylem Watermark. We prioritize our employees' well-being through inclusion and belonging as well as our Employee Resource Groups (ERG). Proud to be an Equal Employment Opportunity (including disability and veterans) and Affirmative Action workplace, Xylem fosters an inclusive environment free from discrimination or harassment.

Please note that the information in this job description outlines the general nature of the position and is not an exhaustive list of duties. Xylem is dedicated to providing reasonable accommodations to enable all employees to perform their essential job functions. We reserve the right to modify this job description and assign additional duties as needed. Embrace the opportunity to be part of Xylem's transformative journey in shaping the future of water technology!