Service Delivery Analyst Bilingual

At DPR roles and responsibilities are more than describing a job titlethey are a commitment to building great things together. The job description(s) below defines core responsibilities and the scope of the role and is a starting point. Every employee is expected to lead from where they are take ownership of outcomes and always act in the best interest of the team customer project and organization.

As a purpose-driven organization on a journey to be most admired we rely on trust shared leadership open communication disciplined action and a deep respect for the individual to drive exceptional performance. Success is not just about what we build but who we build and how we build it: with integrity enjoyment uniqueness and an ever-forward mindset.

Job Summary:
Provides technical support to enterprise users for hardware software cloud and mobility platforms; troubleshoots incidents and fulfills service requests within service level agreements. Escalates complex issues appropriately and contributes to knowledge base updates to reduce recurring incidents.

Key Responsibilities:
Provides remote phone and electronic technical support for hardware and software issues.
Documents and tracks incidents through to resolution and updates knowledge base content.
Resolves tickets within established service levels and escalates when required.
Troubleshoots laptops mobile devices and cloud-based applications; coordinates with specialist teams.
Escalates incidents requiring advanced expertise to appropriate support tiers; supports user onboarding activities.
Assists in root cause analysis of recurring issues and updates knowledge documentation.
Trains users and promotes self-help resources to reduce repeat incidents.

Education Qualifications:
Bachelors degree in computer science or a related field or equivalent experience required.

Work Experience:
24 years of experience in IT service desk or end-user support required.

Certifications and Licenses:
IT service management certification preferred.

DPR Construction is a forward-thinking self-performing general contractor specializing in technically complex and sustainable projects for the advanced technology life sciences healthcare higher education and commercial markets. Founded in 1990 DPR is a great story of entrepreneurial success as a private employee-owned company that has grown into a multi-billion-dollar family of companies with offices around the world.

Working at DPR youll have the chance to try new things explore paths and shape your future. Here we build opportunity togetherby harnessing our talents enabling curiosity and pursuing our collective ambition to make the best ideas happen. We are proud to be recognized as a great place to work by our talented teammates and leading news organizations like U.S. News and World Report Forbes Fast Company and Newsweek.

Explore our open opportunities at Experience:

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