JOB SUMMARY
The IT Service Delivery Specialist oversees the service desk and end-user support functions to boost productivity and maintain high user satisfaction. Key duties involve resolving support tickets, arranging hardware repairs, and sustaining service excellence. Additionally, this position supervises computer lifecycle management, including PC backup and recovery processes.
Oversee the implementation of strategic initiatives, ensuring alignment with organizational objectives and fostering a culture of accountability and performance excellence. Manage cross-functional teams to deliver high-impact projects within specified timelines and budgetary constraints. Develop and maintain robust processes to monitor progress, identify risks, and implement corrective measures proactively. Collaborate with senior leadership to define priorities, allocate resources, and drive continuous improvement across departments. Ensure compliance with industry regulations and internal policies while upholding the highest standards of professional integrity and ethical conduct. Serve as a mentor to junior staff, providing guidance and fostering career development through constructive feedback and skill-building opportunities.
Service Desk Operations encompasses the management and delivery of IT support services to ensure seamless technical assistance for end-users. This role involves addressing and resolving a wide array of technical issues, including hardware and software troubleshooting, system access management, and incident resolution. Key responsibilities include monitoring IT systems for disruptions, coordinating with vendors for specialized support, and maintaining accurate records of service requests and resolutions. Strong problem-solving skills, proficiency in IT service management tools, and a commitment to customer satisfaction are essential for success in this position. Additionally, the role requires clear communication to convey technical information effectively to non-technical stakeholders.
Responsible for managing the daily operations of the IT service desk. Maintain accountability for the prompt resolution of user issues and requests while adhering to established service level agreements.
Triage and categorize incidents according to their severity levels. Ensure P1/P2 incidents are promptly escalated to the IT Operations Manager for resolution.
Establish and uphold robust procedures and standards for the service desk to ensure consistent, high-quality support delivery.
We prioritize delivering exceptional user support and cultivating a seamless experience for all stakeholders. This encompasses addressing inquiries, troubleshooting issues, and ensuring user satisfaction through timely and effective solutions. Additionally, we focus on enhancing user engagement by gathering feedback, identifying pain points, and implementing improvements to streamline interactions and foster long-term loyalty.
Deliver outstanding technical assistance to end users in every office location.
Monitor service desk performance metrics and prepare detailed reports. Evaluate current processes to uncover potential areas for enhancement and recommend strategic improvements to optimize efficiency and service quality.
Proactively provide users with information regarding available support channels, self-service tools, and IT resources.
Overseeing the comprehensive management of systems infrastructure, this role encompasses the supervision, optimization, and maintenance of hardware, software, and network components. Key responsibilities include monitoring system performance, ensuring operational efficiency, troubleshooting technical issues, and implementing security protocols to safeguard data integrity. Additionally, the position requires collaboration with cross-functional teams to align systems with organizational goals, manage upgrades, and execute disaster recovery plans. Candidates must demonstrate proficiency in system administration, network configuration, and proficiency with relevant tools and technologies, along with strong problem-solving abilities and a commitment to continuous improvement.
Oversee the setup, configuration, maintenance, and resolution of issues for end-user workstations to ensure optimal performance and reliability.
Maintain peak operational efficiency and seamless connectivity for printers, peripherals, and meeting room audiovisual equipment.
Coordinate repairs for hardware in collaboration with external service providers to ensure minimal operational disruption.
IT Asset and Inventory Management involves overseeing and maintaining an organization’s technology assets, ensuring accurate tracking, efficient utilization, and compliance with relevant policies. This role requires a strong understanding of asset lifecycle management, from procurement to disposal, as well as proficiency in inventory systems and reporting tools. Responsibilities include conducting audits, managing software licenses, and optimizing asset allocation to reduce costs and minimize risks. Additionally, the position demands meticulous attention to detail to maintain precise records and support strategic decision-making across departments.
Oversee the entire PC lifecycle, encompassing strategic planning, procurement coordination, deployment, maintenance, refresh cycles, and responsible disposal.
Ensure that inventory records within the company’s management system are consistently precise and current, detailing specifications, locations, and status.
Technical execution of onboarding and offboarding processes includes the systematic integration of new employees and the removal of departing staff from organizational systems.
Execute technical onboarding by provisioning endpoints, configuring user accounts, enrolling devices in Intune, and assigning necessary equipment.
Perform technical offboarding procedures, which includes recovering company devices, disabling user accounts, and reclaiming equipment in accordance with the established leaver checklist.
Crafting and disseminating clear, concise reports and maintaining effective communication channels are essential duties. This role demands the ability to convey complex information succinctly to diverse stakeholders, ensuring alignment and informed decision-making. Regular updates and transparent reporting mechanisms must be upheld to support organizational transparency and accountability.
Serve as the principal liaison for addressing IT-related user inquiries and issues.
Compile and deliver periodic reports detailing service desk performance metrics, identified issues, and resolution outcomes.
A bachelor’s degree or higher in a relevant field is essential for this role. Candidates must possess a minimum of a four-year degree from an accredited institution.
A bachelor’s degree in Computer Science, Information Technology, Systems Engineering, or a closely related discipline is required.
Seeking a candidate with an ITIL 4 Foundation certification, either currently held or to be earned within six months of employment.
Microsoft is seeking a candidate with the Microsoft 365 Certified: Modern Desktop Administrator Associate certification, which is highly desirable for this role.
Alternative certifications from Microsoft 365 will also be given consideration.
CompTIA A+ (desirable).
We are seeking a candidate with a strong background in [specific field or skill], along with proficiency in [related software, tools, or methodologies]. The ideal applicant must demonstrate expertise in [key responsibility or task], ensuring accuracy and efficiency in all deliverables. Strong analytical abilities and problem-solving skills are essential to address challenges effectively. Additionally, the role requires familiarity with [specific industry standards, regulations, or frameworks] to maintain compliance and best practices. Excellent written and verbal communication skills are necessary to collaborate with cross-functional teams and stakeholders.
Proven expertise in IT infrastructure, encompassing both hardware and software components, as well as comprehensive endpoint support capabilities.
Proficient in providing Microsoft 365 end-user support, including Outlook, Teams, SharePoint, and OneDrive.
Provides technical assistance for printers, peripherals, and fundamental network connectivity issues.
Proven proficiency in identifying solutions and analyzing data with precision and clarity.
Effective communication and strong interpersonal abilities are essential, particularly when engaging with non-technical stakeholders.
Maintains composure in high-pressure situations and demonstrates a strong commitment to customer service.
Demonstrated proficiency in maintaining meticulous and comprehensive documentation practices, coupled with an unwavering commitment to precision and thoroughness.
Qualifications
BA/BSc/HND
Experience Required
4 years
