JOB SUMMARY
The IT Service Delivery Specialist oversees service desk operations and end-user support initiatives to optimize productivity and satisfaction. This position involves managing support tickets, coordinating hardware repair services, and upholding service quality standards. Additionally, the role includes supervising computer lifecycle management and ensuring PC backup and recovery procedures are executed effectively.
Oversee a range of critical duties, including managing project timelines, coordinating team efforts, and ensuring seamless communication across departments to achieve organizational objectives. Implement and monitor performance metrics to track progress and identify areas for improvement, while fostering a collaborative environment that encourages innovation and accountability. Develop and maintain relationships with key stakeholders, ensuring alignment with business goals and compliance with company policies. Additionally, prepare comprehensive reports to present findings, recommendations, and strategic insights to senior leadership, supporting data-driven decision-making.
Handles the efficient administration and oversight of service desk functions, ensuring seamless technical support and issue resolution for end-users. Manages ticket tracking, prioritization, and escalation processes to maintain service level agreements and customer satisfaction. Requires expertise in IT service management tools, incident management protocols, and strong communication skills. Responsible for coordinating with cross-functional teams to resolve complex technical issues and implementing process improvements to enhance service delivery.
Manage the daily operations of the IT service desk to maintain efficient service delivery. Verify that user issues and requests are resolved promptly in accordance with established service level agreements (SLAs).
Triage and categorize incidents according to their severity levels. Subsequently, escalate any P1 or P2 incidents to the IT Operations Manager.
Formulate and uphold protocols and benchmarks for the service desk to ensure consistent, high-quality operations.
We are dedicated to delivering exceptional user support and enhancing overall experience. Our goal is to ensure users receive timely and effective assistance while continuously improving their interactions with our services. This involves addressing inquiries, resolving issues promptly, and gathering feedback to refine our support processes. Strong communication skills and a customer-centric approach are essential to meet these objectives successfully.
Deliver outstanding technical assistance to end users in all office locations.
Monitor service desk performance metrics and compile comprehensive reports to assess operational efficiency. Analyze data to pinpoint trends, inefficiencies, or bottlenecks, then recommend strategic improvements to enhance service quality and team productivity.
Proactively inform users about available support channels, self-service resources, and IT tools to enhance their understanding and utilization of these options.
Overseeing the comprehensive management of systems infrastructure, this role entails ensuring optimal performance, reliability, and security across all deployed systems. Responsibilities include monitoring system health, troubleshooting issues, and implementing proactive measures to prevent downtime. Additionally, the position requires maintaining up-to-date documentation, coordinating with cross-functional teams for seamless integration, and adhering to established policies and compliance standards. Strong analytical skills and proficiency in relevant tools and technologies are essential to fulfill these duties effectively.
Oversee the deployment, setup, configuration, upkeep, and resolution of technical issues for end-user workstations.
Maintain the peak functionality and seamless connectivity of printers, peripherals, and audiovisual equipment in meeting rooms.
Coordinate hardware repairs in collaboration with external service providers while ensuring minimal operational disruption.
Oversee the administration and tracking of IT assets and inventory to ensure accurate documentation and efficient resource allocation. Implement and maintain processes for asset acquisition, deployment, utilization, and retirement, guaranteeing compliance with organizational policies and regulatory standards. Conduct regular audits and reconciliations to verify data integrity, minimize discrepancies, and optimize asset utilization. Collaborate with cross-functional teams to streamline inventory workflows, enhance visibility, and support strategic decision-making. Possess proficiency in asset management software and tools, along with strong analytical and organizational skills to manage complex datasets effectively.
Oversee the complete PC lifecycle, encompassing planning, procurement coordination, deployment, maintenance, refresh cycles, and final disposal.
Ensure the firm’s inventory management system reflects precise and current information by meticulously updating records with detailed specifications, exact locations, and real-time statuses.
Oversee the technical aspects of employee transitions, encompassing both onboarding and offboarding processes, to ensure seamless integration and departure.
Execute technical onboarding tasks, including provisioning endpoints, configuring user accounts, enrolling devices in Intune, and assigning necessary equipment.
Oversee the technical offboarding process by executing device recovery, disabling user accounts, and reclaiming equipment in accordance with the established leaver checklist.
Disseminating information and generating reports represent critical aspects of this role, requiring clear articulation of insights and meticulous documentation of findings to stakeholders.
Serve as the primary liaison for addressing IT-related user inquiries and issues.
Develop and deliver routine reports highlighting service desk performance metrics, identified issues, and implemented resolutions.
A Bachelor’s degree in a relevant field or an equivalent combination of education and experience is required for this position.
A bachelor’s degree in Computer Science, Information Technology, Systems Engineering, or a closely related discipline is required.
ITIL 4 Foundation certification is required, or must be obtained within six months of employment.
Microsoft 365 Certified: Modern Desktop Administrator Associate certification is highly desirable for candidates who excel in managing and deploying Windows 10/11 and Microsoft 365 enterprise environments.
Microsoft 365 Certifications from other providers may also be deemed acceptable for consideration.
CompTIA A+ (desirable).
We seek candidates with a strong foundation in [specific skills or knowledge areas], including proficiency in [relevant tools, software, or methodologies]. The ideal applicant will demonstrate expertise in [specific technical or industry-related competencies], along with the ability to [required soft skills, such as problem-solving, communication, or teamwork]. Familiarity with [industry standards, regulations, or best practices] is essential, as is the capacity to [specific tasks or responsibilities, e.g., analyze data, develop strategies, or manage projects]. Prior experience in [related field or role] is highly preferred, and a commitment to continuous learning and professional growth is valued.
Proficient in managing and troubleshooting IT systems, encompassing both hardware and software components, as well as providing comprehensive endpoint support.
Proven expertise in providing Microsoft 365 end-user support, including Outlook, Teams, SharePoint, and OneDrive.
Provides technical assistance for printers, peripherals, and basic networking systems. Troubleshoots and resolves issues related to hardware malfunctions, connectivity problems, and configuration errors. Maintains documentation of support requests and resolutions to ensure accurate tracking and follow-up. Collaborates with team members to address complex issues and improve system reliability.
Possesses strong analytical capabilities and adept problem-solving abilities.
Effective communication and strong interpersonal abilities, particularly when engaging with non-technical audiences, are essential.
Maintains composure in high-pressure situations while demonstrating a strong dedication to customer service excellence.
Demonstrates meticulous documentation practices and a keen eye for detail.
Qualifications
BA/BSc/HND
Experience Required
4 years
