JOB SUMMARY
The IT Service Delivery Specialist oversees service desk operations and end-user support initiatives to boost productivity and ensure high satisfaction levels. This position involves managing support tickets, arranging hardware repairs, and upholding service quality standards. Additionally, the role encompasses the administration of computer lifecycle management, along with PC backup and recovery processes.
Oversee core duties encompassing strategic planning, operational execution, and performance optimization to ensure alignment with organizational objectives. Develop and implement policies and procedures that enhance efficiency, compliance, and stakeholder satisfaction. Lead cross-functional teams through clear communication, delegation, and mentorship to drive project success and foster a collaborative work environment. Analyze data, identify trends, and propose actionable insights to senior leadership for informed decision-making. Maintain accountability for budget management, resource allocation, and risk mitigation while ensuring adherence to industry standards and regulatory requirements.
Service Desk Operations: Deliver exceptional technical support by managing, troubleshooting, and resolving end-user IT issues promptly. Oversee incident tracking, resolution, and documentation to ensure efficient service delivery while maintaining high customer satisfaction. Collaborate with cross-functional teams to identify recurring problems and implement proactive solutions that enhance system reliability and user productivity. Maintain up-to-date knowledge of IT infrastructure, software, and best practices to provide accurate guidance and support across all platforms. Monitor service desk performance metrics to identify trends, optimize workflows, and ensure adherence to SLAs. Train and mentor junior staff to uphold service excellence and foster a culture of continuous improvement within the team.
Manage the day-to-day operations of the IT service desk, guaranteeing prompt resolution of user issues and requests while adhering to established service level agreements (SLAs).
Handle incidents by prioritizing and categorizing them according to their severity levels. Forward high-priority incidents, specifically P1 and P2 classifications, to the IT Operations Manager for further attention.
Establish and uphold service desk procedures and standards to ensure consistent, high-quality support delivery.
We are seeking a candidate who excels in delivering outstanding user support and enhancing the overall experience for our clients. The ideal professional will address inquiries promptly, resolve issues efficiently, and maintain a high standard of service to ensure user satisfaction and loyalty. Strong communication skills, problem-solving abilities, and a customer-centric mindset are essential for success in this role. Additionally, the ability to document interactions, track resolutions, and collaborate with cross-functional teams will be crucial in delivering seamless support experiences.
Deliver outstanding technical assistance to end users spanning all office locations.
Monitor service desk performance metrics on an ongoing basis and prepare comprehensive reports to track progress and highlight key findings. Analyze the data to uncover trends, pinpoint inefficiencies, and recommend strategic improvements aimed at enhancing service quality, efficiency, and overall operational effectiveness.
Educate users proactively regarding available support channels, self-service resources, and IT tools to enhance their problem-solving capabilities.
Systems management encompasses the oversight, administration, and optimization of IT infrastructure, including servers, networks, storage, and applications, to ensure seamless operation, security, and performance. This role demands proficiency in monitoring system health, troubleshooting issues, and implementing proactive measures to prevent disruptions. Responsibilities include configuring and maintaining hardware and software, managing user access, and ensuring compliance with organizational policies and industry standards. Additionally, the position requires strong problem-solving skills, attention to detail, and the ability to collaborate with cross-functional teams to deliver reliable and efficient technological solutions.
Responsible for the oversight and administration of end-user workstations, encompassing all stages from installation and configuration to ongoing maintenance and troubleshooting.
Maintain peak performance and reliable connectivity for printers, peripheral devices, and audiovisual equipment in meeting rooms.
Ensure seamless coordination with service providers to execute hardware repairs efficiently while maintaining minimal operational disruption.
IT Asset and Inventory Management involves overseeing and optimizing the lifecycle of organizational technology resources while ensuring accurate tracking and reporting of hardware, software, and digital assets. This role requires meticulous attention to detail to maintain precise records, conduct audits, and reconcile discrepancies between actual and documented inventory. Responsibilities include implementing efficient management systems, deploying asset tracking tools, and ensuring compliance with licensing agreements and regulatory standards. Additionally, the position demands strong analytical skills to assess asset utilization, forecast future needs, and mitigate risks associated with underutilized or obsolete resources. Effective communication is essential for collaborating with cross-functional teams to streamline procurement processes and support strategic decision-making regarding technology investments.
Oversee the complete PC lifecycle by managing planning, procurement coordination, deployment, maintenance, refresh cycles, and disposal processes.
Ensure precise and current inventory records are maintained within the company’s inventory management system, covering all necessary details such as specifications, locations, and status.
Responsibilities include managing the technical aspects of employee onboarding and offboarding processes, ensuring smooth integration and departure of staff members through systematic procedures and system configurations.
Technical onboarding responsibilities include provisioning endpoints, configuring user accounts, enrolling devices in Intune, and distributing necessary equipment.
Perform technical offboarding procedures, including the retrieval of company devices, deactivation of user accounts, and reclamation of equipment, in accordance with the established leaver checklist.
Facilitates clear and consistent communication and reporting processes to ensure transparency and alignment across all stakeholders.
Serve as the primary liaison for addressing IT-related user inquiries and providing responsive support.
Compile and deliver periodic reports detailing the performance metrics, encountered issues, and resolution outcomes of the service desk.
A bachelor’s degree in education, early childhood development, or a related field is required for this position. Candidates must hold a valid teaching certification and demonstrate proficiency in curriculum development and classroom management. Prior experience working with young children in an educational setting is preferred.
A bachelor’s degree in Computer Science, Information Technology, Systems Engineering, or an equivalent discipline is required.
ITIL 4 Foundation certification is mandatory, with a requirement to achieve it within six months if not already obtained.
Microsoft 365 Certified: Modern Desktop Administrator Associate certification is strongly preferred.
Microsoft 365 certifications beyond the specified ones may also be evaluated for eligibility.
CompTIA A+ (desirable).
We are seeking candidates with a robust understanding of [industry-specific software/hardware], along with proficiency in [specific programming languages, methodologies, or tools]. A solid foundation in [relevant technical concepts, frameworks, or systems] is essential, complemented by experience in [specific industry practices or regulatory standards]. Strong analytical and problem-solving capabilities are required to navigate complex challenges, while excellent communication skills facilitate collaboration across teams. The ideal applicant will demonstrate adaptability in dynamic environments and a commitment to continuous learning to stay aligned with evolving industry trends. Prior hands-on experience in [specific tasks or roles] is highly valued.
Proficient in managing, troubleshooting, and maintaining IT infrastructure, including hardware, software, and endpoint systems.
Proven expertise in providing comprehensive end-user support for Microsoft 365 applications, including Outlook, Teams, SharePoint, and OneDrive, is required.
Provide technical assistance for printers, peripherals, and fundamental networking systems.
Proven ability to analyze complex situations and develop effective solutions through critical thinking and problem-solving expertise.
Effective verbal and written communication skills are essential, particularly when engaging with non-technical stakeholders, to convey complex information clearly and foster productive interactions.
Maintains composure in high-pressure situations while demonstrating a strong commitment to customer service excellence.
Meticulous documentation practices and a keen eye for detail are essential attributes for this role.
Qualifications
BA/BSc/HND
Experience Required
4 years
