About this role
About the Role 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. What You'll Do
- Oversee day-to-day IT service desk operations.
- Ensure timely resolution of user issues and requests within defined SLAs.
- Triage and classify incidents by severity.
- Escalate P1/P2 incidents to IT Operations Manager
- Develop and maintain service desk procedures and standards.
- 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.
- Manage end-user workstations, including installation, configuration, maintenance, and troubleshooting.
- Ensure optimal performance and connectivity of printers, peripherals. What We're Looking For
- Education: Bachelor's degree or equivalent
- Experience in IT service delivery and end-user support (inferred from role)
- Strong communication and problem-solving skills
- Ability to work across multiple offices