JOB SUMMARY
The IT Service Delivery Specialist oversees service desk operations and end-user support functions to boost productivity and maintain high satisfaction levels. Key duties involve processing support tickets, arranging hardware repairs, and upholding service standards. Additionally, the position manages computer lifecycle processes, including PC backup and recovery procedures.
Oversee and execute key responsibilities encompassing a comprehensive range of duties designed to ensure operational excellence and strategic alignment. Maintain accountability for delivering high-impact results through meticulous planning, seamless coordination, and rigorous performance monitoring. Facilitate cross-functional collaboration to drive efficiency, innovation, and sustainable growth while adhering to established policies and industry best practices. Serve as a pivotal point of contact for stakeholders, providing expert guidance and fostering transparent communication to align objectives with organizational goals.
Service Desk Operations encompass the efficient management and resolution of technical issues to ensure uninterrupted productivity across the organization. This role involves providing first-level support to end-users, troubleshooting hardware and software problems, and maintaining accurate records of service requests and resolutions. Candidates must possess strong problem-solving abilities, excellent communication skills, and a customer-centric approach to deliver timely and effective solutions. Additionally, familiarity with IT service management tools, incident tracking systems, and basic network troubleshooting is essential. The position requires the ability to work independently within established guidelines while collaborating with cross-functional teams to address complex technical challenges.
Manage the daily operations of the IT service desk, ensuring user issues and requests are resolved promptly in alignment with established service level agreements (SLAs).
Triage and categorize incidents according to their severity levels. Ensure that any P1 or P2 incidents are promptly escalated to the IT Operations Manager.
Formulate, implement, and sustain comprehensive service desk policies and operational guidelines to ensure consistent service delivery and adherence to established quality benchmarks.
Providing exceptional user support and ensuring a seamless experience are key priorities, encompassing prompt, courteous assistance and proactive problem resolution to enhance overall satisfaction.
Deliver outstanding technical assistance to end users spanning all office locations.
Monitor service desk performance metrics and generate detailed reports to track key indicators. Analyze data to pinpoint areas requiring enhancement and propose actionable strategies for improvement. Ensure performance standards are consistently met while driving operational excellence.
Educate users proactively regarding available support channels, self-service solutions, and IT resources to enhance their understanding and utilization of these tools.
Oversee the comprehensive management and maintenance of systems infrastructure to ensure optimal performance, reliability, and security. Implement and enforce policies, procedures, and best practices for system administration, monitoring, and troubleshooting. Coordinate upgrades, patches, and configurations to maintain system integrity and minimize downtime. Collaborate with cross-functional teams to align systems with business objectives and technological advancements. Diagnose and resolve complex technical issues, ensuring minimal disruption to operations. Maintain thorough documentation of system configurations, changes, and incidents for audit and compliance purposes.
Oversee the lifecycle of end-user workstations by handling installation, configuration, maintenance, and troubleshooting tasks to ensure optimal performance and reliability.
Maintain the efficient operation and seamless connectivity of printers, peripherals, and audiovisual equipment in meeting rooms.
Coordinate repairs for hardware through external service providers while ensuring minimal operational disruption.
IT Asset and Inventory Management involves overseeing and optimizing the lifecycle of organizational technology resources, ensuring accurate tracking, efficient utilization, and compliance with relevant policies and regulations throughout their deployment.
Oversee the entire PC lifecycle, encompassing strategic planning, procurement coordination, deployment, maintenance, refresh cycles, and final disposal.
Ensure inventory management records remain precise and current within the company’s system, capturing key details such as specifications, storage locations, and item status.
Execute technical onboarding and offboarding processes with precision, ensuring seamless integration and disassociation of users, systems, and resources while maintaining strict adherence to established protocols and security standards.
Perform technical onboarding tasks, including provisioning endpoints, configuring user accounts, enrolling devices in Intune, and assigning necessary equipment.
Execute technical offboarding procedures, including device retrieval, account deactivation, and equipment reclamation, in strict accordance with the established leaver checklist.
You will be responsible for preparing and disseminating clear, concise reports while maintaining open lines of communication with stakeholders. Your duties include collecting, analyzing, and presenting data in a structured format to support informed decision-making. Strong written and verbal communication skills are essential, along with the ability to tailor messaging to diverse audiences. Experience in report generation and proficiency in relevant tools, such as Microsoft Office Suite or data visualization software, are required.
Serve as the main liaison for resolving IT-related user inquiries, ensuring timely and effective communication to address and resolve technical issues.
Compile and deliver periodic reports that evaluate service desk performance metrics, highlight encountered issues, and summarize resolution outcomes.
A bachelor’s degree in education, instructional design, or a related field is required, with preference given to candidates holding an advanced degree. Applicants must possess a valid teaching certification and demonstrate proficiency in curriculum development and assessment strategies. Additionally, experience in classroom instruction or educational program coordination is highly beneficial.
A bachelor’s degree in Computer Science, Information Technology, Systems Engineering, or a closely aligned field is required.
ITIL 4 Foundation certification is required, or must be obtained within six months of starting the position.
Microsoft 365 Certified: Modern Desktop Administrator Associate certification is highly desirable for this role.
Microsoft 365 certifications beyond the primary requirement may also be deemed acceptable.
CompTIA A+ (desirable).
We are seeking a candidate with a strong foundation in [specific skills or knowledge areas], complemented by proficiency in [relevant tools or methodologies]. The ideal applicant will demonstrate expertise in [key competency], alongside a solid understanding of [industry-specific or technical concept]. Strong analytical abilities and attention to detail are essential, as is the capacity to [specific task or responsibility]. Prior experience in [related field or role] is advantageous, as is familiarity with [relevant frameworks, regulations, or standards]. Effective communication and collaboration skills are also required to thrive in this dynamic environment.
A solid understanding of IT systems, hardware, software, and endpoint support is required.
Provides proficient end-user support for Microsoft 365 applications, including Outlook, Teams, SharePoint, and OneDrive.
Provide technical assistance for printers, peripherals, and foundational networking systems.
Proven ability to analyze complex situations and develop effective solutions with a strong problem-solving mindset.
Proficient in conveying information clearly and fostering positive interactions, particularly with individuals lacking technical expertise.
Maintains composure in high-pressure situations and demonstrates a steadfast commitment to delivering exceptional customer service.
You must maintain meticulous documentation practices and demonstrate exceptional attention to detail in all tasks.
Qualifications
BA/BSc/HND
Experience Required
4 years
