Service Technician Cum SDA Assistant

Job description

Job Summary We are seeking a detail-oriented and proactive Service Delivery Assistant to support service delivery operations and ensure a seamless customer experience. The role involves coordinating with internal teams, monitoring service requests, maintaining service records, and ensuring adherence to service-level agreements (SLAs). The ideal candidate should possess strong communication, organizational, and stakeholder management skills. Key Responsibilities Support day-to-day service delivery activities and ensure timely resolution of customer requests. Monitor service performance metrics and SLA compliance. Coordinate with internal stakeholders and external vendors to ensure smooth service operations. Track, maintain, and update service delivery records, reports, and dashboards. Assist in incident management, escalation tracking, and issue resolution. Prepare periodic service review reports and presentations. Ensure adherence to organizational processes, policies, and quality standards. Identify process improvement opportunities and contribute to operational efficiency initiatives. Respond to customer inquiries and provide timely updates on service requests. Support audit and compliance activities related to service delivery operations. Required Qualifications Bachelor's degree in Business Administration, Management, Information Technology, or a related field. 3-5 years of experience in Service Delivery, Operations Support, Customer Service, or a similar role. Strong understanding of service management processes and SLA management. Excellent verbal and written communication skills. Proficiency in Microsoft Office Suite, especially Excel, PowerPoint, and Outlook. Experience working with ticketing or service management tools (ServiceNow, Remedy, Jira, etc.) is preferred. Strong analytical and problem-solving abilities. Ability to prioritize tasks and work effectively in a fast-paced environment.