JOB SUMMARY

• The IT Service Delivery Specialist manages the service desk and end-user support operations to enhance user productivity and ensure satisfaction. Responsibilities include handling support tickets, coordinating hardware repairs, and maintaining service quality. The role also oversees computer lifecycle management, as well as PC backup and recovery.

KEY RESPONSIBILITIES

Service Desk Operations:

• Oversee day-to-day IT service desk operations. Ensure timely resolution of user issues and requests within defined SLAs.
• Tirage and classify incidents by severity. Escalate P1/P2 incidents to IT Operations Manager
• Develop and maintain service desk procedures and standards.

User Support and Experience:

• Provide exceptional technical support to end users across all offices.
• Monitor and report service desk performance metrics. Identify improvement opportunities
• Proactively educate users about support channels, self-service options, and IT resources.

Systems Management:

• Manage end-user workstations, including installation, configuration, maintenance, and troubleshooting.
• Ensure optimal performance and connectivity of printers, peripherals, and meeting room AV equipment.
• Coordinate hardware repairs with service providers. Minimize disruption.

IT Asset and Inventory Management:

• Own the PC lifecycle: planning, procurement coordination, deployment, maintenance, refresh, and disposal.
• Maintain accurate and up-to-date inventory records in the firm’s inventory management system, including specifications, locations, and status.

Onboarding and Offboarding Technical Execution:

• Execute technical onboarding: endpoint provisioning, account setup, Intune enrolment, equipment assignment.
• Execute technical offboarding: device recovery, account disabling, equipment reclaiming per leaver checklist.

Communication and Reporting:

• Act as a primary point of contact for IT-related user queries.
• Prepare and present regular reports on service desk performance, issues, and resolutions.

EDUCATIONAL QUALIFICATION

• Bachelor’s degree in Computer Science, Information Technology, Systems Engineering, or a related field.
• ITIL 4 Foundation required or to be obtained within 6 months.
• Microsoft 365 Certified: Modern Desktop Administrator Associate desirable.
• Other Microsoft 365 Certifications will be considered.
• CompTIA A+ desirable.

SKILLS / KNOWLEDGE REQUIREMENTS

• Strong knowledge of IT systems, hardware, software, and endpoint support.
• Strong Microsoft 365 end-user support Outlook, Teams, SharePoint, OneDrive.
• Printer, peripheral, and basic networking support.
• Excellent problem-solving and analytical skills.
• Effective communication and interpersonal skills, especially with non-technical users.
• Calm under pressure. Strong customer-service orientation.
• Strong documentation habits and attention to detail.