IT Service Delivery Support

Job Summary:We are seeking a highly motivated and skilled IT Service Delivery Support professional to join our team. You will play a critical role in ensuring the smooth and efficient functioning of business applications and delivery of IT services to our internal and external customers. You will also be responsible for providing technical support, troubleshooting issues, managing service requests, and maintaining excellent customer satisfaction levels.Responsibilities:Manage IDAM activities for all applications and systems used by the company – with primary focus on Minerets MiAC and Keyloop Autoline Drive.Data definition tasks on all applications and systems used by the company. Perform system administration tasks such as user account management, password resets, and software installations.Provide first-level technical support to end-users, remotely to resolve IT-related issues in a timely and professional manner.Manage and prioritize incoming service requests through the ticketing system, ensuring accurate documentation and timely resolution.Troubleshoot and resolve hardware, software, and network-related problems, escalating complex issues to the appropriate IT teams when necessary.Install, configure, and maintain computer systems, printers, peripherals, and other IT equipment.Collaborate with other IT teams to ensure effective delivery of services, including infrastructure, applications, and security teams.Monitor and maintain IT assets inventory, ensuring accurate records of hardware and software assets.Conduct regular maintenance and updates of systems and applications to ensure optimal performance and security.Document IT processes, procedures, and troubleshooting guides to facilitate knowledge sharing and improve support efficiency.Provide weekly, monthly, and on-demand reports to the management on SLA’s and quantifying the department’s tasks in the form of reports.Coordinate with internal and external stakeholders to deliver projects related to Technology.End-to-end project managementProvide training and guidance to end-users on basic IT operations and best practices.Stay up to date with the latest IT trends, technologies, and industry standards, and make recommendations for process improvements.Qualifications:Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent experience).Prior experience of managing applications like Keyloop Autoline or Minerets MiAC or other GMS software and SQL databasesProven experience in an IT support role, preferably in a delivery service or help desk environment.Strong knowledge of computer hardware, operating systems, and software applications.Proficient in troubleshooting and resolving hardware, software, and network issues.Familiarity with IT service management (ITSM) processes and ticketing systems.Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.Strong customer service orientation and a passion for providing exceptional support.Ability to work independently and collaboratively in a fast-paced environment.Certifications such as Microsoft, Cisco and ITIL Foundation.Flexibility to work outside regular business hours, as needed.