JOB SUMMARY
The IT Service Delivery Specialist oversees the service desk and end-user support functions to foster productivity and maintain high user satisfaction. They are tasked with resolving support tickets, managing hardware repair coordination, and upholding service standards. Additional responsibilities involve directing computer lifecycle management initiatives and ensuring the implementation of PC backup and recovery protocols.
Oversee and execute a comprehensive range of critical tasks, ensuring alignment with organizational objectives and industry standards. Develop, implement, and monitor strategic initiatives to enhance operational efficiency, maintain compliance with regulatory requirements, and drive continuous improvement across all functional areas. Serve as a key liaison between senior leadership and departmental teams, facilitating seamless communication and fostering collaborative decision-making processes. Lead cross-functional projects, analyze performance metrics, and present data-driven insights to stakeholders to support informed strategic planning. Manage budgets, allocate resources effectively, and prioritize initiatives based on their potential impact on business growth and sustainability. Ensure adherence to company policies, quality assurance protocols, and risk management frameworks while upholding the highest standards of professionalism and accountability.
Operational activities for the Service Desk encompass a broad range of responsibilities essential to maintaining IT service continuity and user satisfaction. The role demands proficiency in troubleshooting technical issues, managing incident resolution, and ensuring seamless system functionality for end-users. Key requirements include strong communication skills to effectively interact with diverse users, technical expertise in diagnosing hardware and software problems, and the ability to prioritize tasks under pressure. Additionally, candidates must demonstrate familiarity with ticketing systems and IT service management frameworks to streamline support processes. This position plays a critical role in minimizing downtime and fostering a productive work environment by delivering timely and accurate technical assistance.
Oversee the daily operations of the IT service desk to guarantee prompt resolution of user issues and requests in accordance with established service level agreements (SLAs).
Responsible for assessing and categorizing incidents according to their severity levels, ensuring timely resolution. Escalates high-priority incidents, specifically those classified as P1 or P2, to the IT Operations Manager for further action.
Establish and uphold service desk procedures and standards to ensure consistent and high-quality support delivery.
Providing exceptional user support and enhancing overall user experience are central priorities. This role involves addressing user inquiries, resolving technical issues, and ensuring seamless product functionality to foster satisfaction and retention. Responsibilities include troubleshooting problems, offering guidance on product usage, and collecting feedback to identify areas for improvement. Strong communication skills and a customer-centric approach are essential to effectively assist users and elevate their interaction with the product or service.
Deliver outstanding technical assistance to end users in every office location.
Monitor service desk performance metrics and generate comprehensive reports to evaluate operational efficiency. Analyze performance data to uncover trends, pinpoint areas requiring enhancement, and recommend strategic improvements to optimize service delivery and elevate overall performance standards.
Consistently inform users about available support channels, self-service tools, and IT resources to ensure they are fully aware of the assistance options at their disposal.
Systems management involves overseeing, maintaining, and optimizing an organization’s IT infrastructure to ensure seamless operations, security, and efficiency. This role requires expertise in monitoring system performance, managing hardware and software resources, and implementing robust security protocols. Key responsibilities include troubleshooting technical issues, performing routine maintenance, and ensuring compliance with industry standards and regulations. Strong analytical skills, proficiency in relevant tools and technologies, and the ability to manage multiple priorities in a fast-paced environment are essential for success in this position.
Oversee the deployment, setup, configuration, upkeep, and issue resolution for end-user workstations to ensure optimal performance and reliability.
Maintain peak functionality and seamless connectivity for printers, peripherals, and audiovisual equipment in meeting rooms.
Coordinate hardware repair services in collaboration with external providers, ensuring minimal operational disruption.
Responsible for overseeing and maintaining accurate records of all IT assets and inventory, ensuring compliance with organizational policies and industry standards. This role involves tracking hardware, software, and digital resources from acquisition through disposal, while optimizing utilization and minimizing costs. Key responsibilities include conducting regular audits, managing asset lifecycles, and providing detailed reports to stakeholders. Requires proficiency in inventory management systems, strong analytical skills, and meticulous attention to detail to support efficient IT operations and strategic decision-making.
Responsible for overseeing the entire PC lifecycle, which includes strategic planning, procurement coordination, deployment, maintenance, refresh cycles, and disposal processes.
Ensure that inventory records within the firm’s management system remain precise and current, covering essential details such as specifications, locations, and status.
Oversee the technical execution of employee onboarding and offboarding processes. Ensure seamless integration of new hires into the organization’s systems and workflows, while efficiently managing the deactivation of departing employees’ access and credentials. Implement and maintain standardized procedures to guarantee compliance with security protocols and data protection policies throughout both transitions.
Perform technical onboarding tasks, which include provisioning endpoints, establishing accounts, enrolling devices in Intune, and assigning necessary equipment.
Conduct technical offboarding procedures by recovering devices, disabling accounts, and reclaiming equipment in accordance with the leaver checklist.
Crafts and delivers clear, concise reports and communications to stakeholders, ensuring transparency and alignment with organizational goals, while maintaining open channels for feedback and collaboration.
Act in the capacity of the principal liaison for IT-related user inquiries and technical support requests.
Compile and deliver consistent reports that assess service desk performance metrics, identify recurring issues, and highlight resolution outcomes.
Candidates must possess a relevant academic qualification, typically a Bachelor’s degree or higher, in fields such as education, curriculum development, instructional design, or a closely related discipline.
A bachelor’s degree in Computer Science, Information Technology, Systems Engineering, or a closely related field is required.
ITIL 4 Foundation certification is required, or must be obtained within six months of the start date.
Microsoft 365 Certified: Modern Desktop Administrator Associate certification is highly desirable for this role.
Consideration will also be given to candidates holding other Microsoft 365 certifications.
CompTIA A+ (desirable).
We seek a candidate with a solid foundation in [relevant skills, e.g., project management, data analysis] and a deep understanding of [specific knowledge areas, e.g., industry regulations, technical frameworks]. Proficiency in [tools/software, e.g., Microsoft Office Suite, Python, CRM systems] is essential, along with strong analytical and problem-solving abilities. Excellent communication skills, both written and verbal, are required to collaborate effectively across teams. The ideal applicant will also demonstrate adaptability, attention to detail, and a commitment to continuous learning in a dynamic work environment.
Proven expertise in managing and supporting IT systems, encompassing both hardware and software solutions, alongside comprehensive endpoint management.
Demonstrates proficient end-user support for Microsoft 365 applications, including Outlook, Teams, SharePoint, and OneDrive.
Provide technical assistance and troubleshooting for printers, peripheral devices, and foundational networking systems.
Proven ability to analyze complex situations and develop innovative solutions with precision and efficiency.
Effective communication and strong interpersonal abilities, particularly when engaging with non-technical stakeholders, are essential.
Maintains composure during high-pressure situations and demonstrates a steadfast commitment to delivering exceptional customer service.
Excellent written communication skills with a meticulous approach to documentation and an unwavering commitment to precision.
Qualifications
BA/BSc/HND
Experience Required
4 years
