Service Delivery Analyst

The primary purpose of this role is to deal with customer IT incidents and requests via telephone, email or onsite visits. The emphasis is on providing a high level of customer service and solutions in a timely manner that meet the needs of our users and the department’s objectives. User satisfaction is of paramount importance, be that by providing a first-time fix solution or by appropriately assigning the ticket to the correct resolving team, post effective triage. The role is part of a 24 by 7 support helpdesk.

The role involves working in a busy team, providing 24 by 7 support for a global user base. The role would ideally suit someone who has experience working in or has exposure to a global support helpdesk, with experience of working within a technical support role.  Customer focus, problem solving, listening skills, and an advanced to proficient level of English writing and speaking.

What You'll Do:

• ServiceNow Global Queue Management – Assign and monitor incidents and requests in the ServiceNow ITSM toolset to meet predefined SLA targets. ​
• Responsible for providing IT support via telephone, remotely or on-site.
• Incident Management – Facilitate the restoral of IT services quickly and effectively following an incident.​
• MS Teams support – Troubleshoot incidents regarding the Microsoft Teams solution.​
• Request Management – Deliver on service requests through the request fulfilment process.​
• Knowledge Management - Create and share knowledge through effective documentation.​
• SOP process adherence – Demonstrate a key understanding of standard operating procedures.​
• Hardware Support – Troubleshoot hardware incidents and complete hardware requests.​
• Mobile device management – Make key support and administration decisions on the mobile estate through mobile device management tools.​
• Smartphone provisioning and support – Support mobile device hardware and software setup.​
• Windows device administration – Troubleshoot and manage device security compliance through applications such as Microsoft InTune​.
• Joiners, Movers & Leavers – Fulfil remote and onsite laptop provisioning and retrieval where applicable.
• Microsoft Office 365 General Account Administration – Perform administrative account tasks in the Microsoft Office 365 admin portal.​
• User Permissions – Update and manage user permissions requests on IT services.​
• Active Directory management – Demonstrate excelled performance capabilities and clear understanding of Active Directory Services.​
• Azure administration – Administrate accounts, devices, and policy assignments in the Microsoft Azure suite.​
• Application Support – Provide first level support for a suite of enterprise solutions.​
• Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
• IT Procurement – Engage with regional vendors to order approved hardware. ​
• IT Asset Management – Plan and manage the relationships and attributes of all assets in the IT estate.​
• Security incident management – Monitoring, detect, and respond to security events within the IT estate. ​
• Secure disposal of IT equipment – Execute the secure disposal of IT equipment through regionally approved vendors.​
• Responsible for continuous feedback to the Service Delivery Shift Lead to improve IT services.
• Responsible for filling out weekly timesheets to account for work performed.

Who You Are:

Essential:

Experience of:

• A good understanding of general IT infrastructure, to assist with triage activities
• Microsoft Windows 10 and Windows 11
• Microsoft Office365 package
• Installing Operating Systems (OS) on machines / imaging machines
• Experience of building machines via Autopilot
• Able to add a printer onto a server
• Able to adjust screen settings / desktop settings such as screen resolution
• Able to set up a dual monitor/docking station
• Strong knowledge of utilising MS Office in a day-to-day environment
• Can troubleshoot common MS Office errors
• Can repair / reinstall the MS Office suite of applications.
• Experience in basic remote access solution implementation and support
• Trouble-shooting hardware on laptops, desktops & printers
• Experience in using and managing accounts via Active Directory
• Can create and maintain user account / distribution lists
• Good knowledge on how to support handheld devices / mobile phones
• How to add a PC to a collection to install software

Preferred

• Working experience of the ITSM toolset: ServiceNow
• Experience in Office365
• Knowledge of Active Directory
• Knowledge of Azure
• Knowledge of and how to trouble-shoot TCP/IP and DHCP issues
• Have previously used Monitoring Tools and understand how to assess alerts correctly
• Use of ERP application experience (D365, SAP, Oracle, CRM, Salesforce, etc.)
• Basic Database understanding – SQL, Access, MySQL, MSSQL
• Knowledge of Power BI, Power Apps, Power Automate (Flow)
• 3+ years working experience in an IT Service Desk or Helpdesk role.
• Qualified up to ITIL Foundation level or a graduate with a relevant IT degree.
• Excellent written, verbal, and presentational skills
• Excellent organizational skills.
• Excellent customer facing and customer service skills.
• Delivery and quality service focused.
• Natural interest in IT and technology.
• Must demonstrate a methodical and clear approach to troubleshooting problems as well as being able to make use of existing solutions.
• Professional, polite, able to work under pressure.
• Excellent communications skills - good listener, calm manner
• Collaborative and a team player
• Ensures delivery of exceptional service to clients.