JOB SUMMARY
The IT Service Delivery Specialist oversees service desk operations and end-user support initiatives to bolster productivity and maintain high satisfaction levels. This position entails managing support tickets, coordinating hardware repairs, and upholding service quality standards. Additionally, the role is responsible for administering computer lifecycle management, as well as ensuring PC backup and recovery protocols are implemented effectively.
Oversee and execute a comprehensive range of duties, including but not limited to strategic planning, project coordination, and cross-functional collaboration to achieve organizational objectives. This role demands meticulous attention to detail, exceptional problem-solving capabilities, and the ability to manage multiple priorities in a fast-paced environment. Key responsibilities involve leading initiatives, ensuring adherence to deadlines, and fostering a culture of accountability and continuous improvement. Additionally, the position requires effective communication with stakeholders, meticulous documentation of processes, and proactive identification of risks or inefficiencies to drive operational excellence.
The Service Desk Operations team is responsible for delivering exceptional technical support and ensuring seamless IT service delivery across the organization. This role requires strong problem-solving skills, the ability to diagnose and resolve hardware, software, and network-related issues efficiently, and a commitment to maintaining high service standards. Key responsibilities include responding to user inquiries, managing incident tickets, performing system upgrades, and collaborating with cross-functional teams to implement IT solutions. Candidates must possess excellent communication abilities, a customer-focused mindset, and proficiency in IT service management tools. Experience in a service desk environment and familiarity with ITIL practices are highly valued.
Manage daily IT service desk activities to maintain efficient operations. Verify that user issues and requests are addressed promptly and resolved within the established service level agreements (SLAs).
Triage and categorize incidents according to their severity levels, promptly escalating P1 and P2 incidents to the IT Operations Manager for immediate attention.
Create and uphold protocols and benchmarks for the service desk to ensure consistent, high-quality support.
We are committed to delivering exceptional user support and crafting outstanding user experiences. This involves promptly addressing user inquiries, resolving technical issues, and ensuring a seamless interaction with our products or services. Our goal is to maintain high levels of customer satisfaction by providing clear, concise, and effective solutions tailored to individual user needs.
Deliver outstanding technical assistance to end users across all company locations.
Monitor service desk performance metrics and compile detailed reports to assess operational efficiency. Evaluate key indicators to uncover potential areas for enhancement and recommend strategic initiatives to optimize service delivery and responsiveness.
Demonstrate initiative in informing users about available support channels, self-service tools, and IT resources to enhance their problem-solving capabilities.
Systems Management encompasses the comprehensive oversight and administration of an organization’s IT infrastructure, ensuring optimal performance, security, and reliability. This role involves monitoring network operations, managing server configurations, and implementing robust backup and recovery procedures. Additionally, the position requires proactive troubleshooting of system issues, maintaining hardware and software inventories, and ensuring compliance with established IT policies and industry regulations. Strong analytical and problem-solving skills are essential, alongside a deep understanding of operating systems, virtualization technologies, and cloud-based solutions. Effective communication and collaboration with cross-functional teams are also critical to align IT initiatives with business objectives.
Responsible for overseeing end-user workstations by handling installation, configuration, maintenance, and troubleshooting tasks.
Guarantee seamless functionality and reliable connectivity for printers, peripherals, and meeting room audiovisual equipment.
Coordinate repairs for hardware in collaboration with external service providers, ensuring minimal operational disruption throughout the process.
IT Asset and Inventory Management involves maintaining accurate records of all organizational hardware, software, and digital assets, ensuring compliance with licensing agreements and regulatory standards. The role requires proficiency in asset tracking systems, inventory audits, and lifecycle management to optimize resource allocation and mitigate security risks. Responsibilities include conducting regular audits, reconciling discrepancies, and generating detailed reports to support data-driven decision-making. Strong analytical skills, attention to detail, and knowledge of IT governance frameworks are essential for success in this position.
Oversee the entire PC lifecycle, encompassing planning, procurement coordination, deployment, maintenance, refresh, and disposal processes.
Accurately maintain and update inventory records within the firm’s inventory management system, ensuring all specifications, locations, and statuses are current and precise.
Technical execution encompasses both onboarding and offboarding processes, ensuring seamless integration and disconnection of employees within the system.
Technical onboarding includes endpoint provisioning, account setup, Intune enrollment, and equipment assignment, all of which must be executed efficiently and accurately.
Conduct technical offboarding processes, including device recovery, account deactivation, and equipment reclamation, in accordance with the established leaver checklist.
Facilitates clear, accurate, and timely communication and reporting, ensuring all stakeholders are informed and aligned with project objectives, progress, and outcomes.
Serve as the main liaison for addressing and resolving IT-related user inquiries.
Compiles and delivers periodic reports highlighting service desk performance metrics, identified issues, and resolution outcomes.
Seeking a candidate with a strong academic background, including a Bachelor’s degree in Education, Special Education, or a related field. A Master’s degree or higher in a relevant discipline is preferred. Essential certifications, such as a teaching license or specialized credentials in special education, are required. Applicants must demonstrate proficiency in curriculum development, classroom management, and differentiated instruction strategies. Prior experience working with diverse student populations, particularly those with special needs, is highly desirable.
Bachelor’s degree in Computer Science, Information Technology, Systems Engineering, or a related field.
Seeking candidates with an ITIL 4 Foundation certification, either currently held or to be completed within six months of joining.
Microsoft 365 Certified: Modern Desktop Administrator Associate (desirable).
Considered will be other Microsoft 365 Certifications as well.
CompTIA A+ (desirable).
We seek candidates with strong proficiency in [specific software/tools], along with demonstrated expertise in [relevant technical skills]. Solid knowledge of [industry-specific standards] is essential, and prior experience in [specific methodologies] is highly advantageous. Applicants should possess excellent communication skills to collaborate effectively with cross-functional teams, as well as the ability to analyze complex problems and implement efficient solutions. Familiarity with [specific processes] and adherence to [regulatory or quality guidelines] are required to ensure compliance and operational excellence. Prior experience in a similar role, preferably in [industry/sector], is preferred.
Demonstrates extensive expertise in IT systems, encompassing hardware, software, and endpoint support.
Provides expert-level support for Microsoft 365 end-users, encompassing Outlook, Teams, SharePoint, and OneDrive.
Provide troubleshooting and maintenance for printers, peripheral devices, and basic networking infrastructure.
Possesses exceptional aptitude for analytical thinking and problem resolution, demonstrating a keen ability to dissect complex issues and derive effective solutions.
Effective communication and the ability to interact skillfully with non-technical stakeholders are essential for this role.
Maintains composure in high-stress situations and demonstrates a dedicated focus on delivering exceptional customer experiences.
Maintains meticulous records and demonstrates a keen focus on accuracy in all documentation tasks.
Qualifications
BA/BSc/HND
Experience Required
4 years
