IT Service Delivery Analyst Location: Swindon, UK Work model: on site Working hours : either 7:30am to 4:00pm, or 8:00am to 4:30pm, or 8:30am to 5:00pm Contract: 12 months contract fix term contract with a possibility of extension, 37.5 h per week Client : a global leader in drug delivery technologies, development, and manufacturing solutions for the pharmaceutical, biotech, and consumer health industries. ABOUT THE ROLE: The IT Service Delivery Analyst will be responsible for the initial analysis and resolution of IT issues, often serving as the key point of contact. They will be responsible for direct technical End User support, addressing hardware, software, and 1st level network issues. Ensure End User Compute equipment supplies are sufficient to support the business, requesting additional IT hardware as needed. Key Responsibilities Key Competencies: Technical Skills: A strong foundation in IT principles, including knowledge of hardware, software, networks, and security. Analytical Skills: The ability to analyze problems, identify root causes, and develop effective solutions. Communication Skills: Effective verbal and written communication skills are essential to interact directly with end users, other team members, and other IT support departments. Ticket Management Skills: The ability to consistently manage and complete assigned incident and request tickets within defined SLAs. Effectively escalate tickets that require support above what can be provided locally. Customer Service Orientation: A focus on delivering high-quality service to all users. Adaptability and Flexibility: The IT landscape is constantly evolving, so the ability to adapt to new technologies, processes, and challenges is essential for all roles. Problem-Solving Skills: This involves not only technical problem-solving but also strategic problem-solving for higher-level roles to navigate complex organizational challenges. Knowledge of ITIL and Other Frameworks: Understanding of IT service delivery fundamentals, the use of ServiceNow and how to properly process IT tickets and manage local site IT inventory. Key Responsibilities: Analyzes system requirements and business processes to assist in the design and implementation of IT solutions. Works closely with stakeholders to understand their needs and translates them into technical specifications. Participates in the testing and deployment of new systems, ensuring they meet the organization's needs. Provides first-level technical support to end-users facing issues with hardware, software, or network services. Installs, configures, and maintains IT equipment and software to ensure operational efficiency. Assists in troubleshooting and resolving technical problems, escalating more complex issues to higher-level staff. Maintains records of issues and resolutions for future reference and for improving IT support processes. Understands basic user technology issues and provides solutions based upon basic proven methods. Interacts with clients to process basic service requests or resolve basic technical problems. Replaces and rebuilds hardware components as needed. Perform IT Procurement in accordance with corporate guidelines. Coordinate with local IT support vendors for services such as Network cable installation, Copier Support, and eWaste collection. Provide general site application support
IT Service Delivery Analyst in Swindon employer: eTeam
As a SQL DBA Lead in Manchester, you will join a dynamic team that values expertise and collaboration, offering a supportive work culture where your contributions are recognised. The company prioritises employee growth through mentorship opportunities and continuous learning, ensuring you can advance your skills in a secure and innovative environment. With a focus on performance and security, this role provides the chance to work on enterprise-level database operations while enjoying the benefits of a fully onsite position in a vibrant city.
