Service Delivery Analyst

Background

Charles Taylor is a global leading provider of professional services to the insurance industry. We are a profitable, growing organisation that is highly regarded in the insurance industry as a top-tier provider of professional services, employing some of the industry's 'best in class' professionals and technical experts. Our delivery of high quality, individually tailored services to our clients is backed by our core values of excellence, partnership, quality, and support, and we look for employees to join us who exemplify these values and our ethos.

As part of a finance improvement programme, we are transforming our global payroll to standardise processes, improve controls, and enhance reporting through a cloud-based SaaS solution integrated with Microsoft Dynamics365 Human Resources software. We have appointed a single party payroll administrator under a master contract with local payroll in each region governed under that master contract.

The Role

Charles Taylor Group Services Information Technology is seeking a Group IT Service Delivery Analyst to provide timely and efficient 1 st , 2 nd , and 3 rd level support to the organisation's user community in London. The Support Analyst should have extensive experience administering common services including Windows 11, Office 365, Intune device management, Active Directory, deploying SCCM builds, and Time Management.

Key Responsibilities

• Respond to IT support requests (incidents and service requests) promptly, politely, and efficiently, adhering to SLA timeframes using our IT Service Management tools.
• Analyse and resolve support issues across support levels, collaborating with other support teams (Infrastructure, Application Support, Networks, etc.) to resolve incidents, requests, and problems.
• Log and track the status of support requests, providing regular updates to customers.
• Provision and deploy new equipment and applications, ensuring compliance with licensing.
• Provide technical solutions to IT and business requests, engaging with key stakeholders as needed.
• Support meetings with relevant equipment and assistance.
• Follow ITIL processes and company standards, providing feedback for improvements.
• Maintain hardware inventory accuracy and follow procurement procedures.
• Perform proactive maintenance on supported systems, visiting offices as scheduled.
• Update customers and internal teams on progress, escalating issues as necessary.
• Build positive relationships with users to enhance service quality.
• Contribute ideas and feedback for team improvement; participate in meetings and activities.

Values

Our values define our identity and behavior. They guide our interactions with colleagues and clients, helping us deliver better results in the insurance sector.

Demonstrate and embody the Charles Taylor six Values: acting with responsibility and respect (Integrity), working collaboratively (Collaboration), adapting to change (Agility), showing compassion (Care), and taking ownership (Accountability).

Required Skills

• Advanced Active Directory administration skills.
• Hardware installation and troubleshooting experience.
• Current experience with Windows 10 & 11 support and troubleshooting.
• Familiarity with Office 365 applications.
• Experience with Teams calling setup and management.
• Experience in building/imaging software with SCCM or Intune.
• Support for iPhone configuration and mobile device management.
• Understanding of Service Management; ITIL Foundation qualification preferred.
• Experience with IT Service management tools like ServiceNow.
• Ability to work independently and in teams, prioritize tasks, and meet deadlines.
• Effective communication skills at all levels.

The ideal candidate will have a strong technical background, excellent troubleshooting skills, and the ability to deliver solutions under pressure.

Why join Charles Taylor GS-IT?

Our IT team combines insurance expertise with innovative technology insights from various sectors.

We are proud that nine out of ten employees recommend Charles Taylor as a workplace. We foster a positive environment where decision-making, learning, and development are valued.

We offer continuous learning opportunities, including structured induction, training, professional qualifications, and a core development curriculum.

Charles Taylor is a fun, inclusive workplace with social and sporting activities like quiz nights, tennis tournaments, and football matches.

Equal Opportunity Employer

We are committed to inclusivity, providing a respectful environment free from discrimination based on age, disability, gender identity, marital status, race, religion, sex, or sexual orientation.

Our partnerships and recruitment practices promote a diverse and fair culture at Charles Taylor.