Crafts compelling and detailed job postings that effectively communicate role responsibilities, required qualifications, and company expectations to attract top-tier candidates. Collaborates with hiring managers to define essential skills, duties, and performance metrics, ensuring alignment with organizational goals. Develops clear, concise, and engaging job descriptions that highlight both technical and soft skills, while adhering to brand voice and industry standards. Manages the end-to-end process of job posting creation, from initial drafts to final approval, and ensures timely distribution across multiple platforms to maximize visibility. Monitors applicant feedback and hiring outcomes to refine future job descriptions, enhancing recruitment efficiency and effectiveness.
The IT Service Delivery Specialist manages the service desk and end-user support operations to enhance user productivity and ensure satisfaction. Responsibilities include handling support tickets, coordinating hardware repairs, and maintaining service quality. The role also oversees computer lifecycle management, as well as PC backup and recovery.
KEY RESPONSIBILITIES
The Service Desk Operations team is responsible for delivering efficient, user-focused technical support and ensuring seamless resolution of IT-related issues to maintain operational excellence. This role requires a strong understanding of IT service management principles, proficiency in diagnosing and troubleshooting hardware, software, and network problems, and the ability to communicate technical solutions clearly to non-technical users. Key responsibilities include logging, tracking, and resolving support tickets; escalating complex issues as needed; and maintaining up-to-date documentation of service requests and resolutions. Additionally, the position demands a commitment to delivering consistent, high-quality customer service while adhering to established SLAs and IT policies to uphold organizational efficiency.
Oversee the daily management of IT service desk functions, ensuring prompt resolution of user issues and requests in alignment with established service level agreements (SLAs).
Handle incidents by evaluating their severity and categorizing them accordingly. Ensure P1 or P2 incidents are promptly escalated to the IT Operations Manager for resolution.
Formulate, implement, and uphold comprehensive service desk procedures and standards to ensure consistent, high-quality support delivery across all operations.
We are committed to delivering exceptional user support and experience, ensuring that all inquiries and issues are addressed promptly and efficiently. Our goal is to maintain high levels of customer satisfaction through professional, empathetic, and proactive assistance. This role demands strong communication skills, patience, and a deep understanding of our products and services. Additionally, the position may require troubleshooting technical challenges and providing clear, actionable guidance to users, whether through direct interaction or comprehensive documentation.
Deliver outstanding technical assistance to end users spanning all office locations.
Monitor service desk performance metrics and generate detailed reports to track efficiency and effectiveness. Analyze data to uncover trends, pinpoint inefficiencies, and recommend strategic enhancements to optimize service delivery and elevate customer satisfaction.
Diligently inform users about available support channels, self-service resources, and IT solutions to enhance their understanding and usage.
Systems Administration: Duties include overseeing server infrastructure, ensuring optimal performance, and maintaining system reliability through proactive monitoring and troubleshooting. Responsibilities encompass implementing security protocols, managing user access controls, and performing regular backups to safeguard data integrity. Additional tasks involve coordinating software updates, configuring network components, and documenting system configurations to support operational efficiency. Candidates must possess experience with enterprise-level environments, proficiency in scripting languages, and strong problem-solving skills to address complex technical challenges. A degree in computer science or a related field is preferred, along with relevant certifications such as GCSE or CCNA.
Oversee the administration of end-user workstations, encompassing installation, configuration, ongoing maintenance, and resolution of technical issues.
Maintain the peak operational efficiency and seamless connectivity of printers, peripheral devices, and meeting room audiovisual equipment.
Coordinate hardware maintenance and repair services with approved external vendors to ensure seamless operations with minimal downtime.
IT Asset and Inventory Management entails overseeing the entire lifecycle of technology assets, ensuring accurate tracking, efficient utilization, and compliance with organizational and regulatory standards. This role demands meticulous attention to detail to maintain up-to-date inventory records, conduct regular audits, and mitigate risks associated with asset loss or misuse. Responsibilities include deploying hardware and software, managing procurement and disposal processes, and collaborating with cross-functional teams to optimize resource allocation. Proficiency in inventory management systems, data analysis, and adherence to IT governance frameworks are essential for success in this position.
Oversee the entire PC lifecycle, encompassing strategic planning, procurement coordination, deployment, maintenance, refresh cycles, and end-of-life disposal.
Ensure inventory management records in the firm’s system remain current, capturing detailed specifications, precise locations, and accurate statuses.
Technical execution of onboarding and offboarding processes ensures seamless integration and departure of team members.
Carry out technical onboarding tasks, including provisioning endpoints, establishing user accounts, enrolling devices in Intune, and distributing necessary equipment.
Perform technical offboarding procedures, which include retrieving company devices, deactivating user accounts, and reclaiming equipment in accordance with the established leaver checklist.
Responsibilities include preparing and disseminating reports and maintaining clear, timely communication channels to ensure transparency and alignment across teams. This role requires the ability to convey complex information succinctly and accurately to stakeholders at all levels.
Serve as the main liaison for resolving IT-related user inquiries and issues.
Compile and deliver periodic reports detailing service desk performance metrics, encountered issues, and resolution outcomes on a consistent basis.
A bachelor’s degree or higher in a relevant field is required for this position. Candidates should possess a strong academic background with a minimum of [X] years of specialized study, supported by relevant certifications or additional coursework where applicable.
A Bachelor’s degree in Computer Science, Information Technology, Systems Engineering, or a closely related discipline is required.
ITIL 4 Foundation certification is either an existing requirement or must be obtained within the first six months of employment.
Microsoft 365 Certified: Modern Desktop Administrator Associate certification is highly desirable.
Microsoft 365 certification credentials from other providers may also be accepted.
CompTIA A+ (desirable).
Experienced professionals with a strong background in [specific field or industry] are sought for this role, requiring expertise in [key skill or area of knowledge]. Candidates must demonstrate proficiency in [relevant technical or soft skills], along with the ability to [specific task or responsibility]. Familiarity with [tools, software, or methodologies] is essential, as is a solid understanding of [industry standards or principles]. The ideal candidate will possess excellent [specific skill, e.g., communication, problem-solving], ensuring seamless collaboration and efficient execution of duties. A minimum of [X years] in a related field is mandatory, complemented by [specific certification or education, if applicable].
Demonstrates extensive expertise in IT infrastructure, encompassing both hardware and software components, along with proficient endpoint support capabilities.
Proficient in providing Microsoft 365 end-user support, encompassing Outlook, Teams, SharePoint, and OneDrive.
Provide assistance with printers, peripherals, and fundamental networking troubleshooting and maintenance.
Demonstrates exceptional ability to analyze complex situations and develop innovative, effective solutions. Exhibits strong proficiency in identifying underlying issues and applying logical reasoning to resolve them efficiently.
Proven ability to communicate effectively and build strong interpersonal relationships, particularly with individuals lacking technical expertise, is essential.
Maintains composure in high-pressure situations and demonstrates a steadfast commitment to delivering exceptional customer service.
Demonstrates meticulous attention to detail and maintains thorough, consistent documentation practices.
Qualifications
BA/BSc/HND
Experience Required
4 years
