JOB SUMMARY
The IT Service Delivery Specialist oversees the service desk and end-user support functions, focusing on improving user productivity and maintaining high satisfaction levels. This position involves managing support tickets, arranging hardware repairs, and upholding service quality standards. Additionally, the role is responsible for computer lifecycle management, along with ensuring PC backup and recovery processes are effectively maintained.
Oversee a comprehensive range of duties encompassing strategic planning, operational execution, and team leadership to ensure organizational success. Implement and monitor key performance indicators to assess progress and drive continuous improvement. Collaborate with cross-functional teams to align initiatives with company objectives while fostering a culture of accountability and innovation. Develop and maintain robust policies and procedures to uphold compliance and operational excellence. Facilitate clear communication channels to ensure transparency and seamless information flow across all levels of the organization. Evaluate and refine processes to enhance efficiency, productivity, and overall performance.
Service Desk Operations is responsible for delivering efficient and reliable IT support to end-users, ensuring seamless technical assistance and issue resolution. The role involves managing and resolving service requests, troubleshooting hardware and software problems, and maintaining accurate records of all interactions in the ticketing system. Additionally, the team monitors system performance, identifies recurring issues, and implements preventive measures to enhance service quality. Strong communication skills and a customer-focused approach are essential, along with proficiency in IT service management tools and diagnostic techniques. The position requires a solid understanding of IT infrastructure, problem-solving abilities, and the capacity to work collaboratively in a fast-paced environment to meet service level agreements.
Manage the daily operations of the IT service desk to guarantee prompt resolution of user issues and requests in adherence to established service level agreements (SLAs).
Triage and categorize incidents according to their severity levels. Promptly escalate any P1 or P2 incidents to the IT Operations Manager for immediate attention.
Establish, implement, and continuously refine service desk procedures and standards to ensure consistent, high-quality support delivery across all operations.
We are committed to delivering exceptional user support and ensuring a seamless experience. This role involves addressing user inquiries, troubleshooting technical issues, and providing timely solutions to enhance overall satisfaction. Additionally, we emphasize proactive measures to prevent potential problems and continuously gather feedback to improve our services, ensuring users receive the highest level of assistance and a smooth, intuitive experience with our products.
Deliver outstanding technical assistance to end users spanning all office locations.
Monitor service desk performance metrics and generate detailed reports to track key indicators. Evaluate operational data to pinpoint trends and areas where enhancements can be implemented, ensuring alignment with organizational objectives and service level agreements.
Demonstrate initiative in guiding users to appropriate support channels, self-service tools, and IT-related resources.
Overseeing and maintaining the comprehensive management of systems infrastructure is essential to ensure optimal performance, reliability, and security. This role involves monitoring system health, troubleshooting issues, and implementing proactive measures to prevent disruptions. Responsibilities include managing hardware and software configurations, performing regular updates, and ensuring compliance with established policies and industry standards. Strong analytical skills and a deep understanding of system architectures are required to identify inefficiencies and implement improvements. Experience with system monitoring tools, scripting, and automation is highly desirable to streamline operations and enhance efficiency.
Oversee the deployment, setup, configuration, ongoing maintenance, and resolution of technical issues for end-user workstations.
Guarantee seamless operation and reliable connectivity for printers, peripheral devices, and audiovisual equipment in meeting rooms.
Coordinate repairs for hardware in collaboration with service providers, ensuring minimal operational disruption.
IT Asset and Inventory Management involves overseeing and maintaining accurate records of all technology-related assets within an organization. This includes tracking hardware, software licenses, and related equipment to ensure compliance with licensing agreements and operational efficiency. Responsibilities include conducting regular audits, managing asset lifecycles, and reporting on inventory status to relevant stakeholders.
Oversee the comprehensive PC lifecycle, encompassing strategic planning, procurement coordination, deployment, maintenance, refresh cycles, and final disposal.
Accurately manage and update inventory records within the company’s inventory management system, ensuring details such as specifications, locations, and status are current and precise.
Technical execution of onboarding and offboarding processes involves managing user account provisioning, deactivation, and system access adjustments to ensure seamless transitions during employee onboarding and separation. This role requires proficiency in IT systems, adherence to security protocols, and coordination with HR and departmental teams to maintain data integrity and compliance throughout the lifecycle changes.
Technical onboarding responsibilities include provisioning endpoints, configuring user accounts, enrolling devices in Intune, and assigning necessary equipment.
Technical offboarding responsibilities include retrieving company devices, deactivating user accounts, and reclaiming equipment in accordance with the established leaver checklist.
Effectively convey information and generate reports to ensure transparency and accountability within the organization.
Serve as the principal liaison for addressing IT-related user inquiries.
Compile and deliver periodic reports detailing service desk performance metrics, identified issues, and corresponding resolutions.
A degree in education, early childhood development, or a related field is required, with a strong emphasis on relevant coursework and practical experience in instructional methodologies and child development principles.
A bachelor’s degree in Computer Science, Information Technology, Systems Engineering, or a closely related discipline is required.
ITIL 4 Foundation certification is mandatory, or it must be acquired within the first six months of employment.
Microsoft 365 Certified: Modern Desktop Administrator Associate certification is highly preferred.
Other Microsoft 365 certifications may also be taken into consideration.
CompTIA A+ (desirable).
We seek a candidate with a strong foundation in [specific skill or field], complemented by proficiency in [related skill or tool]. The ideal applicant will demonstrate expertise in [key responsibility or task], ensuring accuracy and efficiency in all assigned duties. Prior experience in [relevant industry or role] is preferred, along with the ability to [specific soft skill, e.g., collaborate effectively under tight deadlines]. Familiarity with [specific software, methodology, or framework] is required, and the capacity to [additional responsibility] is essential for success in this position.
Possesses extensive expertise in information technology systems, encompassing both hardware and software components, as well as end-user device support.
Experienced in providing comprehensive Microsoft 365 end-user support, including Outlook, Teams, SharePoint, and OneDrive.
Provide technical assistance for printers, peripheral devices, and foundational networking systems.
Demonstrates superior problem-solving capabilities and a strong analytical mindset.
Proficient in conveying complex information clearly and collaborating effectively with individuals lacking technical expertise.
Maintains composure in high-pressure situations and demonstrates a steadfast commitment to delivering exceptional customer service.
Demonstrates meticulous attention to detail and maintains thorough, organized documentation practices.
Qualifications
BA/BSc/HND
Experience Required
4 years
