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.

Tasks and responsibilities

• 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.

Requirements:
Essential

• 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.