Global IT Service Delivery Analyst (668030)

Charles Taylor InsureTech is looking for a Global IT Service Delivery Analyst to provide timely and efficient 2^nd and 3rd Level support to the organisation's user community across our Clients. The candidate should have extensive experience administrating common services including Windows 10/11, Office 365, Intune device management, Active Directory, deploying autopilot builds, and Time Management.,

• 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 2nd/3rd line support while working with other support workgroups (Infrastructure, Cloud Application Support, etc.) to resolve/fulfill incidents, requests and drive problem management.


• 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 clients.


• 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 internal teams on progress with items, escalating issues where a technical or management escalation is required.


• Build positive relationships with internal and external 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.
  
  Advanced Active Directory administration (user and group management, adding objects to the domain, etc.)


• Office 365 Admin Suite (Managing licenses, Mailboxes, SharePoint etc).


• Hardware installation and troubleshooting, including laptops, desktops, telephones, smartphones & tablets, printers, and other peripherals.


• Current experience with Windows 10 installation, support, and troubleshooting. Some Windows 11 is desired.


• Experience in building/imaging software for deploying corporate standard images to such as SCCM or Intune.


• iPhone configuration, support, and user assistance, including mobile device management solutions such as Intune or other MDM Solutions.


• Understanding of Service Management concepts. ITIL foundation qualified (preferred)


• Ability to work independently and as part of a team. Ability to prioritize own workload and meet agreed deadlines


• Ability to communicate effectively at all levels


• Exposure to common applications i.e. Microsoft Office 2016 & Outlook and other Microsoft Applications


• Hardware installation and troubleshooting, including laptops, desktops, telephones, mobile telephony, printers, and other peripherals


• Experience with common build and imaging software for deploying corporate standard images to standard desktop hardware


• Experience in IT Service management logging systems; ideally Service Now or similar.


The ideal candidate will have a strong technical background with outstanding troubleshooting skills, possess excellent communication skills, and be a self-starter who delivers solutions in high-pressure situations.

Charles Taylor Group uses cookies and other technologies to collect user data from your device, so that we can provide information which will be helpful and relevant for you Learn more, Digital innovation is reshaping the insurance industry - We are making it happen. Charles Taylor InsureTech was established to help insurance businesses drive change through the delivery of technology enabled solutions. We do not have a one-size-fits-all approach or prescriptive methodology. We work consultatively with our clients to revitalise their operations, reinvent established processes, and implement future-ready solutions that deliver measurable benefit and improve data-driven decision making.

Charles Taylor InsureTech is part of Charles Taylor Group, a leading international provider of professional services to the global insurance market that employs 4000+ people in 30+ countries with 100+ locations worldwide.