Specialist, IT Service Delivery

Job description

Start with customer, end with customer Resolve onsite and remote IT issues. Identify and assess user problems. Troubleshoot software and hardware issues. Setup staff accounts and platform installations. Meet performance KPIs, SLAs, and CSAT targets. Business travel may be required within local markets. Own it End-to-End in technical capabilities Configure and install hardware, software, and door access & CCTV systems. Perform basic network troubleshooting.

Manage scheduled maintenance and upgrades. Support Audio and Visual needs for meetings and events. Scale IT through governance Track and manage IT assets throughout their lifecycle. Log and process technical support tickets. Assist in addressing security incidents. Enforce and advise on IT policies and compliance.

Vendor Management & Procurement

Manage technical procurement following internal policies. Monitor vendor delivery against contracts and orders. Continuous Improvement Improve processes and implement changes for the organization. Maintain technical guides and knowledge-base articles.

Qualifications

Minimum of 3 years’ experience in helpdesk or 1st level support with a minimum 2-year hands-on experience managing workstations (Windows & MacOS) and endpoint devices. Collaborative problem-solver for complex technical issues. ITIL, CompTIA A+ or relevant professional certifications are highly desirable Ability to work independently and own problems end-to-end Strong customer service orientation. Excellent communication skills.

At least deep knowledge in one or more of the following areas: Jira & Confluence AD, Slack, and Google Workspace admin Zoom admin and event support Windows and MacOS automated installation IT networking knowledge