JOB SUMMARY
The IT Service Delivery Specialist oversees the service desk and end-user support functions to boost operational efficiency and satisfaction. Duties encompass resolving support tickets, arranging hardware repairs, and upholding high service standards. Additionally, the position manages computer lifecycle processes and ensures the integrity of PC backup and recovery systems.
Responsibilities include overseeing project execution, ensuring adherence to timelines and budget constraints, and coordinating cross-functional teams to achieve established objectives. Additionally, the role demands meticulous attention to detail in monitoring progress, identifying potential risks, and implementing corrective measures as required. Team leadership, mentoring junior staff, and fostering a collaborative work environment are integral to success in this position.
The Service Desk Operations role centers on delivering efficient and effective IT support to ensure seamless business operations. This position requires expertise in troubleshooting technical issues, managing service requests, and maintaining incident resolution within defined SLAs. Key responsibilities include providing first-line support to end-users, documenting support tickets, escalating complex problems to appropriate teams, and contributing to continuous service improvement initiatives. Strong communication skills, problem-solving abilities, and familiarity with ITIL practices are essential for success in this role. Additionally, the ability to work under pressure and adapt to evolving technology landscapes is crucial.
Manage the daily operations of the IT service desk, guaranteeing prompt resolution of user issues and requests in alignment with established service level agreements.
Triage and prioritize incidents according to their severity levels. Forward P1 and P2 incidents to the IT Operations Manager for further action.
Establish and uphold service desk procedures and standards to ensure consistent, high-quality support delivery.
We ensure exceptional user support and experience by addressing inquiries promptly and effectively. Our team is dedicated to providing clear and concise solutions to user questions, troubleshooting issues efficiently, and maintaining a high level of customer satisfaction through attentive service.
Deliver outstanding technical assistance to end users spanning all office locations.
Monitor service desk performance metrics and prepare detailed reports. Analyze data to uncover opportunities for enhancing efficiency and effectiveness.
Educate users proactively about available support channels, self-service tools, and IT resources to enhance their problem-solving capabilities.
Systems administration encompasses the comprehensive oversight and optimization of IT infrastructure, ensuring seamless operation of hardware, software, and network systems. This role demands proficiency in server management, virtualization technologies, and performance monitoring to maintain system reliability and security. Responsibilities include implementing and enforcing IT policies, troubleshooting complex issues, and collaborating with cross-functional teams to align technology solutions with business objectives. Candidates should possess hands-on experience with enterprise-grade systems, strong analytical skills, and the ability to manage multiple priorities in a fast-paced environment.
Oversee the deployment, setup, configuration, ongoing maintenance, and resolution of technical issues for end-user workstations.
Ensure printers, peripherals, and meeting room AV equipment function optimally and maintain reliable connectivity at all times.
Coordinate repair services for hardware components with external vendors, ensuring minimal disruption to ongoing operations throughout the process.
IT Asset and Inventory Management entails overseeing and maintaining accurate records of all organizational IT assets, including hardware, software, and peripherals. The role demands meticulous attention to detail to ensure compliance with asset tracking policies and regulatory standards. Responsibilities include conducting regular audits, managing software licenses, and optimizing asset utilization to reduce costs and enhance operational efficiency. A strong understanding of IT asset lifecycle management, proficiency in inventory tracking systems, and adherence to data security protocols are essential requirements for this position.
Responsible for overseeing the entire PC lifecycle, including strategic planning, procurement coordination, deployment, ongoing maintenance, refresh cycles, and final disposal.
Ensure the firm’s inventory management system contains precise and current records, capturing details such as specifications, stock locations, and item statuses.
Oversee the technical execution of employee onboarding and offboarding processes, ensuring seamless integration and disconnection from systems, tools, and platforms.
Oversee the technical onboarding process, which includes provisioning endpoints, configuring user accounts, enrolling devices in Intune, and distributing necessary equipment.
Technical offboarding responsibilities include retrieving company devices, deactivating user accounts, and reclaiming equipment in accordance with the predefined leaver checklist.
Disseminating information and preparing reports constitute essential duties, requiring meticulous attention to detail and clarity in conveying data to stakeholders.
Serve as the principal liaison for resolving IT-related user inquiries and issues, providing timely and effective support to ensure optimal system functionality and user satisfaction.
Compile and deliver periodic reports detailing service desk performance metrics, identified issues, and resolution outcomes.
A bachelor’s degree in education, child development, special education, or a related field is required for this position. Candidates must possess a minimum of a bachelor’s degree from an accredited institution to be considered for this role.
A Bachelor’s degree in Computer Science, Information Technology, Systems Engineering, or an equivalent discipline is required.
ITIL 4 Foundation certification is required, or must be attained within six months of employment.
Microsoft 365 Certified: Modern Desktop Administrator Associate certification is highly desirable for this role.
Consideration will also be given to candidates holding equivalent Microsoft 365 certifications.
CompTIA A+ (desirable).
We seek a candidate with a strong foundation in [relevant technical or professional skills], complemented by expertise in [specific tools, methodologies, or domains]. The ideal applicant will possess [key requirements, such as certifications, education, or hands-on experience], enabling them to [specific tasks or outcomes]. Proficiency in [additional skills, like communication, problem-solving, or teamwork] is essential for success in this role. Additionally, familiarity with [industry-specific regulations, software, or best practices] is highly desirable.
Demonstrates extensive expertise in IT infrastructure, encompassing hardware configurations, software applications, and end-user device support.
Proven expertise in delivering Microsoft 365 end-user support, encompassing Outlook, Teams, SharePoint, and OneDrive, ensuring seamless collaboration and productivity across platforms.
Provide technical assistance for printers, peripherals, and fundamental networking systems. Diagnose and resolve issues related to hardware malfunctions, connectivity problems, and configuration errors to ensure seamless operation of office equipment and network infrastructure.
Proven ability to analyze complex situations and develop effective solutions with a methodical approach to problem-solving.
Effective communication and strong interpersonal abilities, particularly when engaging with non-technical stakeholders, are essential.
Demonstrates exceptional composure in high-pressure situations while maintaining a steadfast commitment to delivering outstanding customer service at all times.
Exceptional proficiency in maintaining meticulous records and exhibiting a keen eye for detail is essential.
Qualifications
BA/BSc/HND
Experience Required
4 years
