IT Service Delivery Analyst

Austin, Texas, United States | Full-time

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NBG Home is one of the largest home decor manufacturing companies and importers in the world. In our DNA is a history and a passion for home decor. NBG Home is built on a foundation of proven track records: our brands have decades upon decades of success meeting customer needs and creating incredible products. Together, we are the future of affordable home decor.

We are currently seeking an IT Service Delivery Analyst based in Austin, TX.


Key Responsibilities

  • Provide front line technical support to users
  • Triage inbound incident queue ensuring incidents are assigned accordingly
  • Manage escalation process for complex issues including coordinating hand off and managing end user communication
  • Maintain positive user experience during service delivery process
  • Manage the delivery of critical initiatives including Scope, Process, and Budget
  • Install, Configure and Maintain end user computing environment and corporate services
  • Contribute to service delivery design process as a part of continuous improvement
  • Participant in on-call rotations for service desk

Skills Required

  • Knowledge of ITIL Foundations (Certification strongly preferred)
  • Expert with Windows Client operating system (Windows 7 / 10)
  • Knowledge of desktop Imaging tools (SCCM, MDT, Ghost)
  • Proficient with a IT Service Management tool (Servicenow, JIRA, Solarwinds Service Desk, etc)

Education & Experience

  • Bachelor’s degree in IT, Computer Science or other technical field or equivalent experience
  • Minimum of 2 years of experience on a service desk or in other related IT functions
  • ITIL Foundation certification (Preferred)

Additional information

  • Travel: This position may require some domestic travel, approximately 10%

NBG Home is committed to a diverse and inclusive workplace. NBG Home is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.