Specialist, IT Service Delivery

• 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.

 

• 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

 

• Periodic fun & engaging company events & team activities
• Opportunity to be a value-adding contributor to this fast-growing global company
• Challenging and fulfilling steep learning curve
• Health & Personal Accident Insurance
• Employee Discount Codes
• Phone Allowance
• Wellness Program (fitness/badminton/football)