JOB SUMMARY
The IT Service Delivery Specialist oversees the service desk and end-user support functions to optimize productivity and maintain high levels of satisfaction. This position is responsible for resolving support tickets, arranging hardware repairs, and upholding service standards. Additionally, the role encompasses the management of computer lifecycle processes, alongside ensuring PC backup and recovery procedures are properly executed.
Oversee core operational duties, ensuring seamless execution of key functions within the organization. Maintain responsibility for managing critical processes, while providing strategic direction to enhance productivity and efficiency. Collaborate with cross-functional teams to align objectives and drive performance improvements. Monitor progress against established goals, identifying opportunities for optimization and delivering actionable insights. Serve as a primary point of contact for stakeholders, facilitating clear communication and fostering collaborative partnerships.
Service Desk Operations involves overseeing and optimizing the efficiency, reliability, and responsiveness of IT support services to ensure seamless user assistance. The role demands expertise in troubleshooting technical issues, managing service tickets, and maintaining comprehensive documentation of resolutions. Proficiency in IT service management tools, strong communication skills, and a commitment to delivering timely solutions are essential. Responsibilities include resolving incidents, escalating complex problems to senior support teams, and proactively identifying opportunities to enhance service quality. Additionally, the position requires adherence to established service level agreements (SLAs) and a dedication to continuous improvement in support processes.
Manage the daily functions of the IT service desk to guarantee prompt resolution of user inquiries and requests, adhering to established service level agreements (SLAs).
Triage and categorize incidents according to their severity levels. Ensure that P1 and P2 incidents are promptly escalated to the IT Operations Manager.
Establish and uphold comprehensive service desk procedures and standards to ensure consistent, high-quality support delivery.
We are committed to delivering exceptional user support and ensuring a seamless experience for all users. This role involves addressing inquiries, resolving technical issues, and providing timely assistance to enhance user satisfaction. The ideal candidate will possess strong communication skills, a deep understanding of user needs, and the ability to troubleshoot problems efficiently. Responsibilities include responding to support tickets, guiding users through solutions, and maintaining detailed records of interactions. Additionally, the position requires a proactive approach to identifying trends in user feedback to improve overall service quality and user experience.
Deliver outstanding technical assistance to end users across all company offices.
Monitor service desk performance metrics and compile detailed reports to track efficiency and effectiveness. Evaluate current processes to uncover potential areas for enhancement, ensuring optimal service delivery and customer satisfaction.
Educate users proactively regarding available support channels, self-service resources, and IT solutions to enhance their understanding and utilization of these tools.
Oversee and optimize the entire lifecycle of systems infrastructure, ensuring seamless operation and peak performance. Develop and implement robust management strategies to maintain system reliability, security, and efficiency. Monitor system health, proactively address potential issues, and execute upgrades or patches as needed. Collaborate with cross-functional teams to align systems with organizational goals and compliance standards. Stay current with emerging technologies and industry best practices to enhance system capabilities and scalability.
Oversee the setup, configuration, maintenance, and resolution of technical issues for end-user workstations to ensure optimal performance and reliability.
Deliver consistent, high-quality performance and reliable connectivity for printers, peripherals, and audiovisual equipment in meeting rooms.
Coordinate hardware repairs in partnership with external service providers while ensuring minimal operational disruption.
IT Asset and Inventory Management involves tracking, maintaining, and optimizing all hardware, software, and digital assets across the organization. This role ensures accurate documentation of assets, monitors usage and compliance, and facilitates efficient resource allocation. Responsibilities include conducting regular audits, managing lifecycle processes, and implementing security protocols to safeguard company technology investments. Strong analytical skills, attention to detail, and proficiency with inventory management systems are essential for success in this position.
Own the entire lifecycle of PCs, from strategic planning and procurement coordination through deployment, maintenance, and refresh cycles, to responsible disposal.
Maintain precise and current inventory records within the company’s inventory management system, ensuring comprehensive details such as specifications, locations, and status are accurately documented.
Technical Onboarding and Offboarding Processes: Execute the systematic integration and removal of users, systems, or resources, ensuring adherence to established protocols and security standards.
Provide technical onboarding services, including endpoint provisioning, account setup, Intune enrollment, and equipment assignment.
Perform technical offboarding tasks, including retrieving company devices, deactivating user accounts, and reclaiming equipment, in strict accordance with the established leaver checklist.
Disseminating information and preparing reports from essential aspects of this role, ensuring transparency and accountability throughout all operations.
Serve as the main liaison for addressing and resolving IT-related user inquiries and issues.
Compile and deliver periodic reports detailing service desk performance metrics, emerging issues, and resolution outcomes.
A Bachelor’s degree or higher in an appropriate field of study is required for this position.
A bachelor’s degree in Computer Science, Information Technology, Systems Engineering, or an equivalent discipline is required.
A minimum of ITIL 4 Foundation certification is required, or it must be obtained within the first six months of employment.
Microsoft 365 Certified: Modern Desktop Administrator Associate certification is highly desirable.
Microsoft 365 certifications beyond the primary requirement will also be taken into account.
CompTIA A+ (desirable).
Candidates must possess a comprehensive understanding of [specific skills or areas of knowledge] to fulfill the role effectively. Proficiency in [relevant tools, methodologies, or technical skills] is essential, along with a strong grasp of [industry standards, compliance requirements, or core principles]. The ideal applicant will demonstrate expertise in [specific functions, such as project management, data analysis, or regulatory compliance], coupled with the ability to apply this knowledge in practical settings. Familiarity with [particular software, systems, or frameworks] is highly desirable, and experience in [related industry, sector, or function] is preferred. Strong analytical thinking, problem-solving capabilities, and attention to detail are critical for success in this position.
Demonstrates extensive expertise in IT infrastructure, encompassing hardware, software, and endpoint support systems.
Proven expertise in providing comprehensive end-user support for Microsoft 365 applications, including Outlook, Teams, SharePoint, and OneDrive.
Provide technical assistance for printers, peripherals, and fundamental networking systems.
Proven ability to assess complex situations, identify key issues, and develop effective solutions through systematic analysis and critical thinking.
Proficient in conveying complex information clearly and empathetically to non-technical stakeholders, fostering productive dialogue and mutual understanding.
Maintains composure in high-pressure situations while demonstrating a steadfast commitment to exceptional customer service.
Detail-oriented with a commitment to thorough documentation practices.
Qualifications
BA/BSc/HND
Experience Required
4 years
