JOB SUMMARY
The IT Service Delivery Specialist oversees service desk operations and end-user support to boost productivity and ensure satisfaction. This position involves managing support tickets, coordinating hardware repairs, and upholding service quality standards. Additionally, the role is responsible for computer lifecycle management and executing PC backup and recovery procedures.
Oversee assigned tasks to ensure alignment with organizational objectives and maintain operational excellence. Lead cross-functional teams to execute key initiatives, delivering measurable results while adhering to established timelines. Develop and implement strategies that enhance efficiency, optimize resource allocation, and mitigate potential risks. Monitor performance metrics to identify trends, address gaps, and drive continuous improvement. Collaborate with stakeholders to align priorities, foster transparency, and cultivate a high-performance culture. Serve as a liaison between senior leadership and operational teams, ensuring clear communication and accountability at all levels.
Service Desk Operations involves managing and maintaining the organization’s IT service desk to ensure seamless technical support and issue resolution. This role requires expertise in troubleshooting hardware, software, and network-related problems while delivering prompt and efficient assistance to end-users. Candidates must possess strong communication skills, problem-solving abilities, and proficiency in IT service management tools. Responsibilities include handling service requests, documenting incidents, escalating complex issues to appropriate teams, and contributing to the continuous improvement of service delivery processes. A solid understanding of ITIL frameworks and relevant certifications is preferred.
Direct supervision of daily IT service desk functions is essential, with a strong emphasis on guaranteeing prompt resolution of user inquiries and requests in strict alignment with established service level agreements.
Classify incidents according to their severity and assign appropriate priorities to each case. Ensure P1 and P2 incidents are promptly escalated to the IT Operations Manager for timely resolution.
We are responsible for establishing and upholding the procedures and standards governing the service desk operations.
The role encompasses delivering exceptional user support and fostering a positive experience. Responsibilities include addressing inquiries, resolving technical issues, and ensuring users receive timely and effective assistance. Requirements involve strong communication skills, patience, and a customer-centric approach to enhance overall satisfaction and engagement.
Deliver outstanding technical assistance to end users spanning all office locations.
Monitor service desk performance metrics and provide regular reports to stakeholders. Analyze data to uncover potential areas for enhancement and efficiency gains, then recommend strategic improvements to optimize service quality and operational effectiveness.
Diligently inform users about available support channels, self-service solutions, and IT resources to empower them with the necessary tools and knowledge.
Systems Management entails overseeing, maintaining, and optimizing an organization’s IT infrastructure to ensure seamless operation, reliability, and security. This encompasses monitoring system performance, managing hardware and software assets, implementing updates and patches, and troubleshooting technical issues. Additionally, the role involves capacity planning, ensuring systems meet current and future demands, and adhering to compliance and security protocols. Strong analytical skills, proficiency in relevant tools and technologies, and the ability to resolve complex technical problems efficiently are essential requirements for this position.
Oversee the full lifecycle of end-user workstations, encompassing initial setup, configuration adjustments, routine maintenance, and rapid troubleshooting to ensure optimal performance and minimal downtime.
Guarantee seamless functionality and reliable connectivity for printers, associated peripherals, and audiovisual equipment in meeting rooms.
Coordinate repairs of hardware in collaboration with external service providers to ensure minimal operational disruption.
IT Asset and Inventory Management involves overseeing and maintaining precise records of an organization’s technology assets, including hardware, software, and network resources. This function ensures compliance with licensing agreements, tracks asset lifecycles from acquisition to disposal, and optimizes resource allocation to enhance operational efficiency and reduce costs. Additionally, it supports strategic planning by providing data-driven insights into technology usage and trends, while mitigating risks associated with unauthorized software or outdated equipment.
Oversee the entire PC lifecycle, encompassing planning, procurement coordination, deployment, maintenance, refresh cycles, and final disposal.
Maintain precise and current inventory records within the company’s inventory management system, documenting specifications, storage locations, and item statuses.
Technical execution of onboarding and offboarding processes involves seamless integration or separation of personnel, ensuring all systems, access credentials, and workflows are properly configured and documented to maintain operational continuity.
Technical onboarding responsibilities include provisioning endpoints, configuring user accounts, enrolling devices in Intune, and distributing necessary equipment.
Oversee the technical offboarding process, which includes retrieving company devices, deactivating accounts, and reclaiming equipment in accordance with the established leaver checklist.
Craft informative reports and maintain clear communication channels to ensure transparency and accountability in all organizational operations.
Serve as the main liaison for addressing IT-related user inquiries.
Compile and deliver periodic reports that detail service desk performance metrics, ongoing issues, and the status of resolutions.
Applicants must possess a relevant bachelor’s degree or higher in education, curriculum development, instructional design, or a closely related discipline. Additionally, a valid teaching certification or state-specific credential is often required to fulfill the position’s eligibility criteria.
Hold a Bachelor’s degree in Computer Science, Information Technology, Systems Engineering, or a closely aligned discipline.
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 preferred.
Professional alternative:
Consideration may also be given to candidates holding other Microsoft 365 certifications.
CompTIA A+ (desirable).
We seek a candidate with a strong foundation in technical expertise and specialized knowledge pertinent to the role. The ideal applicant must demonstrate proficiency in key areas, including analytical thinking, problem-solving, and effective communication skills. Additionally, prior experience in [specific field or industry] is essential, along with a solid understanding of industry standards and best practices. Familiarity with [relevant software, tools, or methodologies] is required, and the ability to adapt to evolving technologies and processes is highly valued. A commitment to continuous learning and professional development is also expected.
Proficient in managing IT systems, including hardware, software, and endpoint support, with a comprehensive understanding of their functionalities and interdependencies.
Proven expertise in delivering comprehensive end-user support for Microsoft 365 applications, including Outlook, Teams, SharePoint, and OneDrive.
Provides technical assistance for printers, peripherals, and fundamental networking systems.
Proven ability to analyze complex situations and develop innovative solutions efficiently.
Proficient in conveying information clearly and collaborating effectively with individuals lacking technical expertise.
Approaches challenges with composure and maintains focus in high-pressure situations. Demonstrates a steadfast commitment to delivering exceptional customer service with a professional and courteous demeanor.
Exceptional documentation skills and a meticulous approach to detail are essential.
Qualifications
BA/BSc/HND
Experience Required
4 years
