IT Service Delivery Technician GOSDC5652171

Job Summary :

The IT Service Delivery Technician plays a crucial role in managing and supporting the operational aspects of IT services. This position focuses on handling service requests, installing and configuring hardware / software, troubleshooting issues, and maintaining accurate documentation. The role ensures efficient service delivery, optimal system performance, and enhanced user satisfaction while aligning IT operations with business needs.

Key Responsibilities :

• Provide technical support to users via phone, email, or in person.
• Troubleshoot and resolve hardware and software issues.
• Install, configure, and maintain IT equipment and software applications.
• Manage IT service requests, ensuring timely and effective resolution.
• Monitor service performance and implement improvements where necessary.
• Collaborate with cross-functional teams to enhance service quality and efficiency.
• Develop and maintain service level agreements (SLAs).
• Build and maintain strong relationships with end-users and stakeholders.
• Communicate updates and system changes to customers.
• Document all service activities and maintain an accurate inventory of IT assets.
• Generate reports on service performance, identifying trends and recommending improvements.
• Support IT-related projects such as network upgrades, UPS and AV support, and tool integrations.
• Ensure adherence to quality standards through regular audits and corrective actions.
• Stay updated on industry trends and best practices to continuously improve service delivery.

Required Skills :

Preferred Skills :

Certifications :

CompTIA A+, Microsoft Certified Professional (MCP), or ITIL Foundation (highly desirable).

Education :

Bachelor’s degree in Computer Science, Information Technology, or a related field.

3–5 years of experience in IT support or service delivery roles, or equivalent experience.