Service Delivery Specialist - Halfway House
WSP
Company Description WSP is one of the most diverse consulting firms in Africa. We are seeking employees who are loyal, committed, competent and proud to work for us. We are committed to the achievement and maintenance of diversity and equity in employment. This role reports to the Regional Head of Service Delivery. The Service Delivery Specialist supports the day to day provision of IT services, aligned to formally governed processes, to ensure effectiveness, efficiency and value-added delivery to the WSP business customers. Responsibilities include (but are not limited to): Engage with 3rd parties to ensure resolution of Incidents and closure of Requests (as required) Monitor performance against service levels and promote corrective actions where necessary Help to reduce the impact of significant, business affecting IT issues Handle escalations to ensure effective and timely resolution Respond as necessary to tickets assigned to WSP owned queues in ServiceNow Ensure quality assurance around ticket logging Provide business users with clarity on SLAs Influence and participate in continual service improvement Support global processes and project activity Responding to customer incidents, requests and general IT inquiries Troubleshooting and resolution of hardware, software and service issues Installation and configuration of new equipment (inc. decommissioning and retirement) Providing training and support to business customers (especially new starters) Maintaining and updating IT Asset registry (CMDB) in line with regional / global processes Coordinating with remote technical support teams and vendors to resolve complex issues Keeping accurate records of customer interactions and issues Providing excellent customer service (adding value to formal processes) Providing 1st level support for specialist applications (e.g. installations, basic troubleshooting, liaising with specialist applications support teams whilst retaining ownership) Logging, monitoring, and tracking tickets in the work management system (ServiceNow) Taking ownership of and escalating unresolved issues to appropriate teams Supporting M&A (Merger and Acquisition) activities, office moves and site IT requirements Supporting specific IT project requirements from regional and global PMO (Project Management Office) Qualifications ITIL v3 (or 4) Foundation as a minimum 3 years of experience in an onsite support services role and in a service delivery function Experience of identifying and implementing continual service improvement measures Focus on achieving results Excellent analytical and communication (both verbal and written) skills Ability to write and express ideas clearly in English Experience of working to (and exceeding) Service Level Agreements Comfortable with ambiguity and prepared to work in an agile, flexible method Strong knowledge of computer hardware and software Experience with a variety of operating systems and networking protocols Excellent troubleshooting and problem-solving skills Strong customer service skills Ability to work with all levels of business customers, up to and including 'VIPs' and senior staff Experience in maintaining and updating IT Asset registry Experience in providing 1st level support for engineering applications Excellent written and verbal communication skills Ability to work independently and as part of a team A valid driver's license and the ability to travel to customer locations Additional Information What's in it for you? What if we can have work-life balance? What if we can be rewarded in ways that support our individual needs? What if we can be accepted for who we are? Here at WSP - we can WSP recognizes that work is only one part of our lives and making time for the other things in our life is important - be that our families, our friends or ourselves. So, if working from home, working part-time or having flexible start and finish time will help with this let us know as part of your application.
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