PURPOSE OF POSITION:

The IT Service Delivery Officer is responsible for providing first-level technical support to end-users and ensuring the smooth operation of all IT-related services within the organization. The role includes handling technical troubleshooting for hardware, software issues, and service requests (tickets). And involves responsible for managing IT inventory and equipment such as desktops, laptops, desk phones, and printers to ensure they are functioning properly, do not disrupt business operations, and are available in stock.

Key Responsibilities

Service Management

• Act as the first point of contact for IT service requests received through the service desk, phone, remote support tools, email, or on-site support.

• Provide first and second-level technical support for desktops, laptops, printers, desk phones, operating systems, business applications, Microsoft 365, network connectivity, and user access issues.

• Install, configure, maintain, repair, and replace IT equipment such as desktops, laptops, printers, IP phones, network devices, peripherals, and other end-user technology.

• Create, modify, disable, and review user accounts, profiles, permissions, and password-related requests in accordance with company procedures and information security requirements.

• Manage and maintain accurate IT inventory records for all IT assets, including desktops, laptops, printers, IP phones, monitors, network devices, accessories, software, and licenses.

• Record and track IT asset assignment, movement, return, replacement, repair, disposal, warranty status, lifecycle status, and stock availability.

• Conduct regular physical inventory checks and asset verification to ensure inventory records match actual equipment in use.

• Coordinate with procurement, vendors, finance, and relevant departments for IT equipment purchasing, warranty claims, repair follow-up, and asset transferring.

• Support with staff onboarding and offboarding processes by preparing IT equipment, configuring accounts, collecting returned assets, and ensuring access is updated or removed on time.

• Assist in troubleshooting network-related issues including TCP/IP, LAN/WAN, Wi-Fi, IP configuration, cabling, printer connectivity, and basic network access problems.

• Documentation for incident report/trouble report related to the IT equipment faulty or problem and provide service improvement.

• Perform other related duties as assigned by the IT Service Delivery Supervisor or IT Manager.