Service Delivery Analyst

Charles Taylor Group Services information technology is looking for a Group IT Delivery Analyst (Service Delivery) on a 12 month fixed term contract to provide timely and efficient 1st, 2nd and 3rd level support to the organisation's user community in London. The Support Analyst should have extensive experience administrating common services including Windows 11, Office 365, Intune device management, Active Directory, deploying laptop builds, and time management. This is a junior role and the salary is up to £28,800 per annum.

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 1st/2nd/3rd line support while working with other support workgroups (Infrastructure, Application Support, Networks, etc.) to resolve 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, and to the BAU team, Group IT Delivery Managers and Head of Service Delivery, 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.
• Carry out ad hoc duties and tasks that are allocated to you at the discretion of management and that are within your capabilities and within the scope of your post.
• Demonstrate and champion Charles Taylor values by ensuring agility, integrity, care, accountability and collaboration.

Required Skills

• Advanced Active Directory administration (user and group management, adding objects to the domain, etc.)
• Hardware installation and troubleshooting, including laptops, desktops, telephones, smartphones, tablets, printers and other peripherals.
• Mandatory current experience with Windows 11 installation, support and troubleshooting.
• Exposure to common applications such as CoPilot, Intune, Office 365 and other Microsoft applications.
• Experience with Teams calling set‑up and management.
• Experience in building and imaging software for deploying corporate standard images to standard desktop hardware using Intune.
• iPhone configuration, support and user assistance, including mobile device management solutions such as Intune.
• Understanding of Service Management concepts; ITIL foundation qualified (preferred).
• Experience in IT Service management logging systems; ideally ServiceNow or similar.
• Ability to work independently and as part of a team; prioritize own workload and meet agreed deadlines.
• Ability to communicate effectively at all levels.

Equal Opportunity Employer

At Charles Taylor, we are proud to be an Inclusive Employer. We foster an environment of mutual respect with zero tolerance to discrimination of any kind regardless of age, disability, gender identity, marital or family status, race, religion, sex or sexual orientation. We recognise that diversity, equity and inclusion is essential in enabling us to deliver better outcomes and fulfill our responsibilities to clients, colleagues and the community. We proactively promote and celebrate differences and strive to create an environment where our people feel included and can reach their full potential. We take pride in our inclusive and diverse culture, which is supported by strong partnerships and a transparent, fair recruitment process.