IT Service Delivery Analyst

Job title: IT Service Delivery Analyst

Location: Portsmouth / Lakeside North Harbour / Hybrid(After probation period)

Full training provided.

Background

Charles Taylor Assistance was established to help insurance businesses drive change through the delivery of technology enabled solutions. We don’t have a one-size-fits-all approach or prescriptive methodology. We work consultatively with our clients to revitalise their operations, reinvent established processes, and implement future-ready solutions that deliver measurable benefit and improve data-driven decision making.

The Role

Charles Taylor Assistance is looking for a Service Delivery Analyst to provide timely and efficient 1st and 2nd Level support to the organisation’s user community. The Service Delivery Analyst should have experience administrating common services including Windows 11, Office 365, Intune device management, Azure, Autopilot, Active Directory, Service Now, AWS and Mitel Telephony.

Key Responsibilities

• Respond to requests for IT support and services (including incidents and service requests) in a timely, polite, and efficient fashion, while adhering to the defined SLA timeframes using our IT Service Management tools.
• Analyse and resolve 2nd/3rd line support while working with other support workgroups (Infrastructure, Application Support, etc.) to resolve/fulfil incidents, requests and problems.
• Log and track the status of assigned requests for IT support and services, ensuring regular customer updates.
• Provision and deploy new equipment and applications to individuals and groups, following the appropriate processes and ensuring compliance with licensing requirements.
• Provide technical solutions to IT and business requests/requirements, engaging with key IT Stakeholders where appropriate.
• Provide the relevant equipment and support for meetings as required by the business.
• Follow the defined department ITIL processes and procedures, and wider company standards, policies and procedures; providing feedback on processes where improvement opportunities are identified.
• Maintain the hardware inventory to ensure accuracy and strictly follow the procurement process.
• Perform proactive maintenance on supported systems, ensuring supported offices are visited for IT maintenance on the agreed schedule.
• Provide regular updates to customers, to the BAU Team and IT Delivery Team Lead, on progress with items, escalating issues where a technical or management escalation is required.
• Build positive relationships with users to enhance the level of service provided.
• Positively contribute ideas and feedback to help the team grow and improve; participate actively in team meetings and other activities as required.
• Covering the out of hours support on a rota basis.

Required Skills

• Advanced Active Directory administration (user and group management, adding objects to the domain, etc.)
• Hardware installation and troubleshooting, including laptops, telephones, smartphones, printers, and other peripherals.
• Mandatory current experience with Windows 11 installation, support and troubleshooting.
• iPhone configuration, support, and user assistance, including mobile device management solutions such as Intune.
• Understanding of Service Management concepts. ITIL foundation qualified (preferred).
• Ability to work independently and as part of a team. Ability to prioritise own workload and meet agreed deadlines.
• Ability to communicate effectively at all levels.
• Exposure to common applications i.e. Microsoft Office 365 & Outlook and other Microsoft Applications.
• Experiencein IT Service management logging systems; ideally Service Now or similar.
• Understanding of AWS or similar virtual desktop environments with the ability to troubleshoot and assist users using various methods of access.
• Ability to assist users not just in person but remotely using various remote access platforms.
• Full UK Driver\’s License.

Equal Opportunity Employer

Charles Taylor is proud to be an inclusive employer. We provide an environment of mutual respect with zero tolerance to discrimination of any kind regardless of age, disability, gender identity, marital/ family status, race, religion, sex, or sexual orientation. We promote a transparent and fair recruitment and selection process, and all contribute to the successful, inclusive, and diverse culture and environment which we are proud to be a part of.

Our values define who we are, what we stand for and how we behave. They guide how we work with our colleagues and our clients, today and in the future. By living our values every day when we come to work, we deliver better results for the world of insurance.

• INTEGRITY: We do the right thing
• COLLABORATION: We are one
• AGILITY:We learn, evolve, and adapt
• CARE:We are compassionate and human
• ACCOUNTABILITY:We take ownership

We provide a comprehensive training and onboarding programme for all new staff. This programme is the start of a learning journey which involves regular coaching, feedback and skill development. Our investment in you allows you to grow and progress for the longer term. For this reason, if you are in possession of a visa please note that we will be unable to consider you for one of our positions if you have less than 18 months remaining on your visa. If you have less than 18 months remaining on your visa, we may still consider you for one of our roles if you can provide one of the following:

• Clear evidence of family ties that would go on to provide you with the eligibility to extend your visa.
• Clear and current evidence that you qualify for a visa extension under the UK immigration laws and can also provide supporting documentation of this.

Please note that, should you require sponsorship in order to remain employed, we will not, under any circumstances, be able to support you and any such request will be automatically refused.