It Service Delivery Specialist

Description:

1. Work as part of a team of IT Service Engineers team to be the initial contact

for all IT related support requests.

2. Provide advanced IT technical troubleshooting and problem-solving skills for

system users both onshore and offshore.

3. Escalate support issues as necessary to other members of the IT team and

external vendors.

4. Accurately assess and record incidents using Service Desk Tool to ensure

timely resolution and user satisfaction.

5. Provide expertise in a range of business and technical applications.

6. Manage the build, distribution and inventory of computer equipment,

applications, and accessories.

7. Ensure incidents are resolved or escalated in accordance with IT policy.

8. Ensure Critical incidents reported after office hours are escalated and

reported to IT Management.

9. Take ownership and maintain the IT Asset Management platform.

10. Maintain the active directory and end-user system access according to

Company policies.

11. Track and manage the progress of customer support issues from initial

capture to resolution using the available tools.

12. Develop and maintain a current Knowledge Base of known issues and

solutions to fully leverage team experience and best practice.

13. Ensure that the appropriate Information Technology Infrastructure Library

(ITIL) processes in support of Incident, Problem, Request Fulfilment and

Change are followed.

14. Responsible for helpdesk support line, including afterhours support on rotation.

Educational Qualifications:

College Diploma in Computer Science or other IT related subject.

Microsoft Certified Systems Engineer preferred.