At a Glance
- Tasks: Provide top-notch IT support and solve technical problems for diverse clients.
- Company: Join Toro, a leading security risk management consultancy in London.
- Benefits: Enjoy 25 days holiday, flexible working, and professional development opportunities.
- Other info: Collaborative team culture with excellent career growth potential.
- Why this job: Make a real impact while working on varied and meaningful projects.
- Qualifications: Strong customer service skills and experience in IT support are essential.
The predicted salary is between 30000 - 30000 £ per year.
- Service Delivery Analyst
- Type: Full Time
- Reporting to: Service Delivery Manager
Location: Hybrid working, primarily remote, with approximately two in-person team collaboration days per month in London.
The role may also require occasional travel to client sites, predominantly within London, with opportunities for travel across the UK and internationally where business needs require.
Holidays: 25 days annual leave plus public holidays. Your annual leave entitlement increases by one additional day for each completed year of service, up to a maximum of 30 days.
Benefits
- Investment in your learning through Toro-funded training and professional development.
- Generous 5% employer pension contribution.
- Health and wellbeing support, including access to wellbeing resources and services.
- Access to salary sacrifice schemes for technology, home goods, and other eligible purchases.
- Electric vehicle (EV) Salary Sacrifice Scheme.
- Flexible, hybrid and remote working to support a healthy work-life balance.
- Opportunities to work on varied and meaningful projects across a diverse client base.
- Starting: ASAP
- About Toro
Toro is a London-based security risk management consultancy and managed IT and security services provider with over a decade of experience delivering integrated, intelligence-led solutions.
We specialise across cyber security, physical security, personnel security, and managed IT services, providing clients with a holistic approach to managing risk.
We work with a diverse range of organisations, from high-net-worth individuals and families to SMEs, multinational organisations, and government departments.
Our projects are varied, often complex, and frequently business‑critical, giving our people the opportunity to solve real‑world challenges and make a meaningful impact.
As a growing consultancy, we pride ourselves on building trusted relationships, delivering practical solutions, and maintaining the highest standards of professionalism and integrity.
Working at Toro
At Toro, you'll find more than just a job—you'll find the opportunity to grow your career alongside an ambitious and expanding business.
We're a collaborative, supportive team that values initiative, curiosity, and continuous improvement.
We empower our people to take ownership, contribute ideas, and work closely with experienced specialists across a broad range of disciplines.
Whether you're supporting clients, improving internal processes, or developing new capabilities, your work will have genuine impact.
Our size means you'll enjoy a level of variety and responsibility that larger organisations often can't offer, while benefiting from the flexibility, trust, and professional development opportunities of a modern, people-first employer.
If you're looking for meaningful work, exposure to diverse projects, and the opportunity to develop within an organisation that invests in its people, we'd love to hear from you.
About the Role
Toro is looking for a technically capable Service Delivery Analyst to join our growing Managed Services team.
This role is ideal for someone who enjoys solving technical problems, providing excellent customer service and supporting a wide variety of cloud, desktop and infrastructure technologies.
Working alongside the existing Service Delivery team, you'll be responsible for delivering first and second line IT support to our customers, ensuring incidents and service requests are resolved efficiently whilst maintaining a high level of customer satisfaction.
We're looking for someone who can bring strong technical knowledge to complement the existing team, particularly across Microsoft 365, Google Workspace, networking and endpoint security.
Key Responsibilities
- Service Desk & Customer Support
- Act as the first point of contact for customer IT support requests.
- Deliver first and second line technical support via phone, email and remote support.
- Log, prioritise and manage incidents and service requests through the Helpdesk.
- Take ownership of tickets through to resolution, escalating where appropriate.
- Maintain accurate documentation and audit trails for all work completed.
- Provide an excellent customer experience throughout every interaction.
- Microsoft 365 & Google Workspace
• Administer Microsoft 365 environments, including
- Exchange Online
- Entra ID (Azure AD)
- Share Point
- Teams
- Licensing
• Administer Google Workspace environments including
- User provisioning
- Security settings
- Groups
- Device management
- Support email migrations, mailbox investigations and account administration.
- Assist with security hardening and best practice implementation.
- Endpoint & Security Management
- Deploy, configure and maintain Windows and Mac OS endpoints
- Basic mac OS troubleshooting (safe mode, disk space, software updates, File Vault)
- Support the management of Sophos MDR/XDR
- Investigate endpoint security alerts.
- Assist with vulnerability remediation and patch management.
- Support endpoint compliance and security best practice.
- Assist with customer cyber security improvements.
- Infrastructure Support
Provide support for customer infrastructure including
- Windows Servers
- AWS
- Azure Active Directory
- Group Policy
- Backup solutions
- Printers
- Remote desktop environments
- Assist with
- Backup monitoring and restore testing
- Firmware updates
- Infrastructure maintenance
- Performance investigations
- Networking
Support customer networking environments including
- Ubiquiti / Uni Fi
- Managed switches
- Firewalls
- Wireless access points
- VPN connectivity
- Internet connectivity troubleshooting
- User Administration
- Manage starters, movers and leavers.
- Provision and decommission user accounts.
- Prepare laptops and equipment.
- Configure user permissions.
- Deliver IT inductions.
- Provide basic user training where required.
- Asset & Service Management
- Maintain accurate hardware and software asset registers.
- Support procurement of IT equipment.
- Liaise with suppliers.
- Maintain technical documentation.
- Follow ITIL service management principles.
- Participate in change management processes.
Skills & Experience
Essential
- Strong customer service and communication skills.
- Experience providing 1st and 2nd line IT Support.
- Strong Microsoft 365 administration experience.
- Experience administering Google Workspace.
- Windows 11 administration.
- Understanding of Apple ecosystem/Apple IDs/Managed Apple IDs and i Cloud.
- Active Directory Administration (Entra, Azure AD).
- Basic networking fundamentals (TCP/IP, DNS, DHCP, VPN).
- Experience supporting endpoint security products.
- Excellent troubleshooting skills.
- Ability to prioritise multiple support requests.
Desirable
- Sophos Firewall and Endpoint experience.
- Uni Fi networking.
- Microsoft Entra ID.
- Intune / Endpoint Manager.
- Azure.
- Power Shell or scripting fundamentals.
- ITIL Foundation.
- Backup technologies.
- Cyber Essentials knowledge.
- Experience working within an MSP or Managed Service environment.
- #J-18808-Ljbffr
Service Delivery Analyst in London employer: Toro Risk Solutions
At Toro, we offer a dynamic and supportive work environment where you can thrive as a Service Delivery Analyst. With a strong emphasis on professional development, generous benefits including a 5% employer pension contribution, and the flexibility of hybrid working, we empower our employees to take ownership of their roles while contributing to meaningful projects that make a real impact. Join us in London and be part of a collaborative team that values initiative and continuous improvement, ensuring your career growth aligns with our ambitious goals.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Analyst in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Toro Risk Solutions. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Toro Risk Solutions before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Delivery Analyst in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Toro Risk Solutions:Your cover letter is your chance to shine! Tell us why you want to work at Toro Risk Solutions specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Toro Risk Solutions!
How to prepare for a job interview at Toro Risk Solutions
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
