Global Service Delivery Technician

Join Ivoclar as an IT Service Delivery Technician!

Are you passionate about technology and delivering exceptional IT support experiences? Ivoclar is looking for a customer-focused and proactive IT Service Delivery Technician to join our Global IT team.

In this role, you’ll serve as the first point of contact for IT support across the EMEA, Americas, and APAC regions, helping users resolve hardware, software, access management, and network-related issues. You’ll play a key role in ensuring seamless IT operations by managing incidents, coordinating ticket resolutions, and delivering high-quality service aligned with global service standards.

You'll also contribute to enhancing the user experience through proactive monitoring, process improvements, documentation, and participation in global IT initiatives. If you thrive in a fast-paced environment, enjoy problem-solving, and are passionate about helping people, we’d love to hear from you.

Key Responsibilities

Technical Support:

• Configure, troubleshoot, and resolve computer hardware, mobile devices, printers, and software problems in a networked environment.
• Proactively monitor applications, network, internet, and cloud services to identify potential problems or improve efficiency.
• Inform users of unusual IT service interruptions.

Incident Management:

• Analyze incidents to determine the initial cause; solve problems directly or route incident tickets to the responsible support area.
• Follow up on all incidents to ensure they are resolved in a timely manner, in line with the Ivoclar Vivadent IT group service level agreements.
• Ensure that tickets are created for relevant incidents or service requests.
• Efficiently manage incidents and service requests to ensure they are promptly addressed.
• Document incident resolutions for future reference in the ITSM tool.

Customer Experience:

• Accountable for improving the customer experience throughout the lifecycle of a service request or incident.
• Ensure customer expectations are met or exceeded.
• Review survey feedback to improve services and ensure staff are meeting defined metrics.

Administrative Tasks:

• Perform administrative activities such as creating users, mailboxes, shared security/distribution group administration, and others.
• Prepare and maintain documentation for use by customers and IT personnel.
• Contribute to the development of methods and processes to permanently eliminate preventable errors and failures.

Project Participation:

• Participate in projects throughout the Ivoclar Vivadent group as requested.

Qualifications

• Fluency in English is required and fluency in Spanish or German for bilingual roles.
• Experience with IT service management tools, with a preference for ServiceNow.
• Strong problem-solving skills and the ability to troubleshoot hardware, software, and network issues.
• Excellent communication skills and the ability to inform users about IT service interruptions.
• Ability to manage multiple incidents and service requests efficiently.
• Strong documentation skills and attention to detail.
• Customer-focused mindset with a commitment to improving the customer experience.
• Ability to work in a fast-paced environment and handle stressful situations calmly.
• Completed education, preferred in Technical or Business informatics
• Knowledge and practical experience in Microsoft related systems, network technologies and PC Support
• Typically requires 3 years' experience in IT or at least close to IT.
• ITIL Certification is a plus

What We Provide:

• TRAINING: You will work with various members of our team locally and onshore to ensure you are set up for success.
• SUPPORT: A close-knit coaching and mentoring system to help you ease into the company and into your role with confidence.
• COMP & BEN: Ivoclar believes in compensating employees fairly for their skills and experience and has designed the total rewards package for long-term relationships.
• TOOLS: Everything you need to help you do your work will be provided.
• WORKING ENVIRONMENT: Ivoclar prides itself on being a family-owned company with strong values so everyone we bring in becomes part of that global family.