JOB SUMMARY
The IT Service Delivery Specialist is responsible for overseeing service desk operations and end-user support to foster productivity and maintain high satisfaction levels. Key duties involve managing support tickets, organizing hardware repairs, and upholding service standards. Additionally, the position entails supervising computer lifecycle management, as well as ensuring PC backup and recovery procedures are executed effectively.
We are seeking a motivated individual to oversee a broad range of critical duties encompassing strategic planning, team leadership, and operational execution. The role involves coordinating cross-functional initiatives, ensuring alignment with organizational objectives, and driving measurable results through effective delegation and performance management. Key responsibilities include developing and implementing policies, managing stakeholder relationships, and maintaining compliance with industry regulations while fostering a culture of innovation and continuous improvement. The ideal candidate will possess strong analytical skills, exceptional communication abilities, and a proven track record in delivering high-impact solutions within dynamic environments.
Service Desk Operations are responsible for delivering exceptional technical support and ensuring the seamless functioning of IT systems. This role involves addressing user inquiries, resolving hardware and software issues, and maintaining comprehensive incident logs. Strong communication skills and a customer-focused approach are essential, along with the ability to troubleshoot problems efficiently. Additionally, the position requires collaboration with IT teams to implement system improvements and adhere to established service-level agreements. Prior experience in a similar support environment is preferred, as is familiarity with ticketing systems and remote troubleshooting tools.
Direct oversight of daily IT service desk functions is required, with a focus on guaranteeing prompt resolution of user inquiries and service requests in adherence to established service level agreements.
Triage and categorize incidents according to their severity levels. Ensure that P1 and P2 incidents are promptly escalated to the IT Operations Manager.
Establish and uphold robust procedures and standards for the service desk to ensure consistent, high-quality support operations.
Deliver exceptional user support and enhance overall experience by addressing inquiries, resolving issues, and ensuring seamless service delivery. Provide timely and professional assistance to users, identifying patterns in feedback to recommend improvements. Maintain clear documentation of interactions and escalate complex issues when necessary. Foster a user-centric approach to drive satisfaction and loyalty while collaborating with cross-functional teams to refine service offerings.
Deliver outstanding technical assistance to end users across every office location.
Monitor service desk performance metrics and generate detailed reports to assess operational efficiency. Analyze data to pinpoint trends, inefficiencies, and areas where service quality can be enhanced, then recommend actionable improvements to optimize performance and elevate user satisfaction.
Proactively inform users about available support channels, self-service tools, and IT resources to enhance their understanding and utilization of these services.
Overseeing and maintaining the integrity, efficiency, and security of organizational systems, this role ensures seamless operation through proactive monitoring, performance optimization, and troubleshooting. Responsibilities include managing system configurations, implementing updates, and addressing technical issues to minimize downtime. Proficiency in system administration, network infrastructure, and cybersecurity best practices is required, along with strong analytical and problem-solving skills. Experience with cloud platforms, virtualization, and automation tools is highly desirable to enhance system reliability and scalability.
Oversee the setup, configuration, maintenance, and resolution of issues for end-user workstations to ensure optimal functionality and user productivity.
Maintain peak performance and seamless connectivity for printers, peripherals, and AV equipment in meeting rooms.
Coordinate repairs for hardware through designated service providers while ensuring minimal operational disruption.
IT Asset and Inventory Management involves the systematic tracking, administration, and optimization of an organization’s IT assets throughout their lifecycle. This role requires maintaining accurate records of hardware, software, and digital resources while ensuring compliance with licensing agreements and corporate policies. Responsibilities include conducting regular audits, managing procurement and disposal processes, and implementing inventory control measures to mitigate risks such as data breaches or asset loss. Additionally, the position demands proficiency in asset management software, strong analytical skills, and the ability to generate detailed reports for stakeholders to support strategic decision-making.
Drive the entire PC lifecycle, encompassing strategic planning, procurement coordination, deployment, ongoing maintenance, refresh cycles, and responsible disposal.
Ensure inventory management system records are meticulously maintained with current, precise data encompassing specifications, locations, and status.
Technical management of onboarding and offboarding processes ensures seamless integration and disassociation of users, systems, and assets within the organizational infrastructure.
Technical onboarding responsibilities include provisioning endpoints, configuring user accounts, enrolling devices in Intune, and assigning necessary equipment.
Conduct technical offboarding procedures, including retrieving company devices, deactivating user accounts, and reclaiming equipment as outlined in the leaver checklist.
Maintains effective communication channels and ensures timely reporting of information.
Serve as the main liaison for addressing and resolving IT-related user inquiries.
Compile and deliver periodic reports summarizing service desk performance metrics, encountered issues, and their resolutions to stakeholders.
We are seeking candidates who possess a relevant academic credential for this position. A bachelor’s degree in a related field or an equivalent combination of education and experience is required. Additionally, advanced degrees or specialized certifications may be strongly preferred, depending on the specific role.
A bachelor’s degree in Computer Science, Information Technology, Systems Engineering, or a closely related discipline is required.
Required: ITIL 4 Foundation certification, obtainable within six months of starting.
Microsoft 365 Certified: Modern Desktop Administrator Associate certification is strongly preferred.
Other credentials from the Microsoft 365 certification portfolio will also be evaluated.
CompTIA A+ (desirable).
We are seeking a candidate with a strong proficiency in [specific skills, e.g., data analysis, project management, etc.] and a deep understanding of [relevant knowledge areas, e.g., industry regulations, software tools, etc.]. Prior experience in [specific tasks or industries] is highly preferred, along with excellent communication and problem-solving abilities. The ideal applicant will demonstrate adaptability in fast-paced environments and possess a collaborative mindset to work effectively within cross-functional teams. Additional qualifications include [mention any certifications, education, or technical expertise required], as well as a proven track record in [key responsibilities or achievements].
Demonstrates extensive expertise in IT systems, encompassing hardware, software, and endpoint support.
We require extensive expertise in providing end-user support for Microsoft 365 applications, specifically Outlook, Teams, SharePoint, and OneDrive.
Provide technical assistance for printers, peripheral devices, and foundational networking systems.
Demonstrates a high level of proficiency in solving complex issues and analyzing detailed information effectively.
Proficient in conveying technical information clearly and engagingly to diverse audiences, including those lacking technical expertise.
Maintains composure in high-pressure situations while consistently demonstrating a strong commitment to customer service excellence.
Demonstrates meticulous attention to detail and maintains thorough documentation practices.
Qualifications
BA/BSc/HND
Experience Required
4 years
