Service Delivery Analyst

Background
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 3000+ people in 30 countries with 100+ locations worldwide.
Charles Taylor was recently acquired by an investment company managed and controlled by Lovell Minnick Partners LLC. Lovell Minnick is a US Private Equity firm that invests in the global financial services industry, including related technology and business services companies, with a focus on helping to build long term value for clients, employees and shareholders.
The acquisition will support the continuation of Charles Taylor's successful growth strategy, with a focus on expanding client relationships, broadening specialist capabilities and the range of services and technology solutions, deepening geographic coverage, and reinvesting in quality of service and technology.
To know more about Charles Taylor InsureTech, visit 
The Role
Charles Taylor InsureTech is looking for a Global IT Desktop Support/ Service Delivery Analyst to provide timely and efficient 2nd and 3rd Level support to the organisation’s user community across our Clients. The candidate may have some experience in administrating common services including Windows 10, Office 365, Intune device management, Active Directory, deploying autopilot builds, and Time Management.
This is an entry to junior level role where individuals can be trained up to acquire the technical skills. We are open to considering recent graduates or those with upto 1 year of technical experience.
This is a 5 days/ week in the office (London) role which could go down to 3-4 days a week after the candiddate successfully passes their probationary period.
Key Responsibilities
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, Application Support, etc.) to resolve/fulfil incidents, requests and problems.
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 to the BAU Team and Global EUC Team Leader, on progress with items, escalating issues where a technical or management escalation is required.
Build positive relationships with 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.
Values
Our values define who we are, what we stand for and how we behave. They guide how we work with our colleagues and our clients, today and in the future. By living our values every day when we come to work, we deliver better results for the world of insurance. INTEGRITY: We do the right thing COLLABORATION: We are one AGILITY: We learn, evolve, and adapt CARE: We are compassionate and human ACCOUNTABILITY: We take ownership
Desirable Skills
Advanced Active Directory administration (user and group management, adding objects to the domain, etc.)
Hardware installation and troubleshooting, including laptops, desktops, telephones, smartphones & tablets, printers, and other peripherals.
Current experience with Windows 10 installation, support and troubleshooting.
Experience in building/imaging software for deploying corporate standard images to standard desktop hardware using SCCM or Intune.
iPhone configuration, support, and user assistance, including mobile device management solutions such as Intune.
Understanding of Service Management concepts. ITIL foundation qualified (preferred)
Ability to work independently and as part of a team. Ability to prioritise 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
Knowledge of Active Directory administration (user and group management, adding objects to the domain, etc.)
Hardware installation and troubleshooting, including laptops, desktops, telephones, mobile telephony, printers, and other peripherals
Experience of common build and imaging software for deploying corporate standard images to standard desktop hardware
iPhone configuration, support, and user assistance, including secure mail applications such as Intune
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.
Equal Opportunity Employer
Here at Charles Taylor, we are proud to be an Inclusive Employer. We provide an environment of mutual respect with zero tolerance to discrimination of any kind regardless of age, disability, gender identity, marital/ family status, race, religion, sex, or sexual orientation.
Our external partnerships and the dedicated work we do in promoting a transparent and fair recruitment and selection process all contribute to the successful, inclusive, and diverse culture and environment which we are proud to be a part of at Charles Taylor.
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