IT Service Delivery Specialist (IT Service Desk)

Job description / Role

Job description

The IT Service Delivery Specialist is responsible for providing first-level IT support and ensuring the smooth operation of end-user systems and devices in compliance with corporate IT policies and service standards. This includes resolving hardware, software, network, and user account issues while maintaining asset custody and contributing to process improvements and knowledge sharing.

Key responsibilities:

• Act as the first line of support for all internal IT service requests and incidents, handling service desk tickets efficiently.
• Provide desktop support for hardware (PCs, laptops, printers, phones) and software applications (OS, Microsoft Office, business-specific tools).
• Perform user account operations such as creation, updates, and access control in systems like Active Directory, Exchange, and VoIP platforms.
• Maintain records of IT asset custody including issuance and return of equipment for new hires, transfers, and leavers.
• Adhere to and enforce the company's IT and Information Security policies.
• Monitor, escalate, and follow up on hardware failures and service disruptions as per SLAs.
• Ensure compliance with corporate standards on desktop configurations, patching, antivirus, and system policies.
• Support implementation of IT processes and procedures to enhance service delivery.
• Document issues and their resolutions in the knowledge base for future reference.
• Share learnings and solutions with team members to foster collaboration and quick issue resolution.
• Assist in IT audits by ensuring proper tagging, custody tracking, and documentation of IT assets.

Personal skills

• Good interpersonal skills
• Good problem-solving techniques
• Ownership and self-motivation

Technical skills

Technical skills & qualifications:

Must-have technical skills:

• Strong knowledge of Windows OS (Windows 10/11) and MS Office Suite.
• Experience with Active Directory user and group management.
• Familiarity with service desk/ticketing systems (e.g., ServiceNow, Freshservice, Jira).
• Hands-on experience with desktop/laptop hardware troubleshooting.
• Basic networking knowledge (TCP/IP, DNS, DHCP).
• Printer and peripheral troubleshooting.
• Knowledge of voice/telephony systems (VoIP basics).
• Understanding of Information Security practices and standards (ISO 27001 is a plus).

Preferred skills:

• Basic PowerShell scripting or command line tools.
• Familiarity with ITIL framework and best practices.
• Knowledge of SCCM or similar endpoint management tools.
• Understanding of remote desktop tools (e.g., AnyDesk, TeamViewer, RDP).
• Familiarity with MDM tools (e.g., Intune, JAMF).

About the Company

Giza Systems, a leading systems integrator in the MEA region, designs and deploys industry-specific technology solutions for asset-intensive industries such as the telecoms, utilities, oil and gas, hospitality and real estate among other market sectors. We help our clients streamline their operations and businesses through our portfolio of solutions, managed services, and consultancy practice. Our team of 1000 professionals are spread throughout the region with anchor offices in Cairo, Riyadh, Dubai, Doha, Nairobi, Dar-es-Salaam, Abuja, Kampala and New Jersey, allowing us to service an ever-increasing client base in over 40 countries.