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For Companies At a Glance
- Tasks: Provide 1st to 3rd level IT support and resolve user issues efficiently.
- Company: Join Charles Taylor, a top-tier provider of professional services in the insurance industry.
- Benefits: Enjoy continuous learning, social activities, and a fun, inclusive workplace culture.
- Why this job: Be part of a dynamic team that values innovation, collaboration, and personal development.
- Qualifications: Experience with Active Directory, Windows 10/11, Office 365, and ITIL preferred.
- Other info: We promote a diverse and respectful environment for all employees.
The predicted salary is between 36000 - 60000 £ per year.
Background
Charles Taylor is a global leading provider of professional services to the insurance industry. We are a profitable, growing organisation that is highly regarded in the insurance industry as a top-tier provider of professional services, employing some of the industry’s ‘best in class’ professionals and technical experts. Our delivery of high quality, individually tailored services to our clients is backed by our core values of excellence, partnership, quality, and support, and we look for employees to join us who exemplify these values and our ethos.
As part of a finance improvement programme, we are transforming our global payroll to standardise processes, improve controls, and enhance reporting through a cloud-based SaaS solution integrated with Microsoft Dynamics365 Human Resources software. We have appointed a single party payroll administrator under a master contract with local payroll in each region governed under that master contract.
The Role
Charles Taylor Group Services Information Technology is seeking a Group IT Service Delivery Analyst 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 administering common services including Windows 11, Office 365, Intune device management, Active Directory, deploying SCCM builds, and Time Management.
Key Responsibilities
- Respond to IT support requests (incidents and service requests) promptly, politely, and efficiently, adhering to SLA timeframes using our IT Service Management tools.
- Analyse and resolve support issues across support levels, collaborating with other support teams (Infrastructure, Application Support, Networks, etc.) to resolve incidents, requests, and problems.
- Log and track the status of support requests, providing regular updates to customers.
- Provision and deploy new equipment and applications, ensuring compliance with licensing.
- Provide technical solutions to IT and business requests, engaging with key stakeholders as needed.
- Support meetings with relevant equipment and assistance.
- Follow ITIL processes and company standards, providing feedback for improvements.
- Maintain hardware inventory accuracy and follow procurement procedures.
- Perform proactive maintenance on supported systems, visiting offices as scheduled.
- Update customers and internal teams on progress, escalating issues as necessary.
- Build positive relationships with users to enhance service quality.
- Contribute ideas and feedback for team improvement; participate in meetings and activities.
Values
Our values define our identity and behavior. They guide our interactions with colleagues and clients, helping us deliver better results in the insurance sector.
Demonstrate and embody the Charles Taylor six Values: acting with responsibility and respect (Integrity), working collaboratively (Collaboration), adapting to change (Agility), showing compassion (Care), and taking ownership (Accountability).
Required Skills
- Advanced Active Directory administration skills.
- Hardware installation and troubleshooting experience.
- Current experience with Windows 10 & 11 support and troubleshooting.
- Familiarity with Office 365 applications.
- Experience with Teams calling setup and management.
- Experience in building/imaging software with SCCM or Intune.
- Support for iPhone configuration and mobile device management.
- Understanding of Service Management; ITIL Foundation qualification preferred.
- Experience with IT Service management tools like ServiceNow.
- Ability to work independently and in teams, prioritize tasks, and meet deadlines.
- Effective communication skills at all levels.
The ideal candidate will have a strong technical background, excellent troubleshooting skills, and the ability to deliver solutions under pressure.
Why join Charles Taylor GS-IT?
Our IT team combines insurance expertise with innovative technology insights from various sectors.
We are proud that nine out of ten employees recommend Charles Taylor as a workplace. We foster a positive environment where decision-making, learning, and development are valued.
We offer continuous learning opportunities, including structured induction, training, professional qualifications, and a core development curriculum.
Charles Taylor is a fun, inclusive workplace with social and sporting activities like quiz nights, tennis tournaments, and football matches.
Equal Opportunity Employer
We are committed to inclusivity, providing a respectful environment free from discrimination based on age, disability, gender identity, marital status, race, religion, sex, or sexual orientation.
Our partnerships and recruitment practices promote a diverse and fair culture at Charles Taylor.
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Service Delivery Analyst employer: Charles Taylor
Contact Detail:
Charles Taylor Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Analyst
✨Tip Number 1
Familiarise yourself with ITIL processes and principles, as this role heavily emphasises adherence to these standards. Understanding how ITIL can improve service delivery will not only help you in the interview but also demonstrate your commitment to quality service.
✨Tip Number 2
Brush up on your technical skills, especially in Active Directory administration and Windows 10/11 troubleshooting. Being able to discuss specific scenarios where you've successfully resolved issues will showcase your expertise and problem-solving abilities.
✨Tip Number 3
Prepare to discuss your experience with IT Service Management tools like ServiceNow. Highlighting your familiarity with these tools will show that you can hit the ground running and contribute to the team's efficiency from day one.
✨Tip Number 4
Emphasise your ability to build positive relationships with users. This role requires excellent communication skills, so be ready to share examples of how you've effectively collaborated with colleagues or clients to enhance service quality.
We think you need these skills to ace Service Delivery Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, particularly with Windows 10 & 11, Office 365, and Active Directory. Use specific examples to demonstrate your troubleshooting skills and familiarity with ITIL processes.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention how your values align with those of Charles Taylor, such as collaboration and accountability, and provide examples of how you've embodied these in your previous roles.
Showcase Technical Skills: Clearly list your technical skills relevant to the position, such as experience with SCCM, Intune, and mobile device management. Highlight any certifications or training that demonstrate your expertise in these areas.
Prepare for Potential Questions: Anticipate questions related to your experience with IT service management tools like ServiceNow and your approach to problem-solving under pressure. Be ready to discuss specific incidents where you successfully resolved issues and improved service quality.
How to prepare for a job interview at Charles Taylor
✨Showcase Your Technical Skills
Make sure to highlight your experience with Windows 10 & 11, Active Directory, and Office 365 during the interview. Be prepared to discuss specific troubleshooting scenarios you've encountered and how you resolved them.
✨Emphasise Your Customer Service Approach
Since the role involves providing support to users, demonstrate your ability to communicate effectively and build positive relationships. Share examples of how you've handled difficult situations or provided exceptional service in the past.
✨Familiarise Yourself with ITIL Processes
Understanding ITIL processes is crucial for this role. Brush up on ITIL principles and be ready to discuss how you've applied them in previous positions, especially in relation to service management and support.
✨Align with Company Values
Charles Taylor values integrity, collaboration, agility, care, and accountability. Prepare to discuss how you embody these values in your work and provide examples that reflect your alignment with their ethos.
