Service Delivery Specialist - IT Support

Description

Key Responsibilities :

IT Service Management

• Ensure delivery of IT support services according to agreed SLAs and operational standards.
• Monitor and manage incidents, service requests, and problem tickets in ITSM tools.
• Coordinate with technical teams to resolve issues and escalate critical incidents as needed.
  

Service Delivery & Client Satisfaction

• Act as the primary point of contact for IT support queries from internal users and external clients.
• Ensure prompt communication, status updates, and resolution of service tickets.
• Track user satisfaction metrics and implement initiatives to enhance service quality.
  

Process Management & Compliance

• Implement and maintain ITIL-aligned processes, including incident, problem, change, and request management.
• Conduct root cause analysis for recurring issues and recommend preventive measures.
• Ensure compliance with internal IT policies, regulatory requirements, and security standards.
  

Coordination & Vendor Management

• Collaborate with IT teams, vendors, and service providers to deliver seamless IT services.
• Monitor vendor performance, escalate unresolved issues, and track SLA adherence.
• Manage procurement and support for hardware, software, and IT infrastructure.
  

Reporting & Documentation

• Maintain detailed logs, documentation, and knowledge articles for recurring issues.
• Prepare regular reports on service performance, incident trends, and SLA compliance.
• Document processes, system configurations, and operational guidelines for audit readiness.
  

Continuous Improvement & Project Support

• Identify opportunities for process optimization and automation in IT support operations.
• Support IT projects by coordinating deployment, testing, and transition activities.
• Assist in training end-users on IT systems, tools, and best practices.
  

Education

Qualifications & Requirements :

• Bachelors degree in Computer Science, Information Technology, or a related field.
• Relevant certifications (ITIL Foundation, Microsoft, Cisco, CompTIA) preferred.
  

Experience

• 1-3 years of experience in IT support, service delivery, or IT operations.
• Hands-on experience with ITSM tools (ServiceNow, JIRA, BMC Remedy, etc.
• Experience managing incidents, service requests, and vendor coordination.
  

Skills & Competencies

• Strong knowledge of ITIL processes and IT service management principles.
• Proficiency in troubleshooting hardware, software, network, and application issues.
• Excellent communication and interpersonal skills for interacting with end-users and stakeholders.
• Strong analytical, problem-solving, and multitasking abilities.
• Ability to work in a fast-paced environment and handle multiple priorities.
• Knowledge of cloud technologies, virtualization, and network infrastructure is a plus.
  

What We Offer

• Competitive salary with performance-based incentives.
• Opportunity to work with a dynamic IT team in a growth-oriented environment.
• Exposure to advanced IT service management practices and tools.
• Career growth and professional development opportunities