Service Delivery Specialist

3 weeks ago


Bury St, Suffolk, United Kingdom Xpertise Recruitment Full time

Job Title: Service Delivery Analyst

About the Role:

We are seeking a skilled Service Delivery Analyst to join our IT Infrastructure and Operations team. As a key member of the team, you will be responsible for providing day-to-day and project support to employees, dealing with IT equipment and services such as mobile devices, printers, PCs, servers, networks, and telephony.

Key Responsibilities:

  • Act as a key point of contact between employees, the ICT Services team, and 3rd party specialist partners.
  • Provide 1st line support in areas such as desktop PCs, mobiles, laptops, devices, software, operating systems, applications, and other relevant technology.
  • Ensure incidents raised are accurately logged, communicated, and managed through to conclusion using the relevant helpdesk software.
  • Deliver solutions to employees when dealing with existing software such as MS Office products, O365, Teams, etc.
  • Escalate unresolved incidents to the relevant internal or external parties.
  • Contribute to documentation to aid in improving response and fix times.
  • Assist in training on equipment and system use for employees.

Experience Required:

  • Relevant previous experience in a 1st/2nd line support role, providing on-site and remote support.
  • Microsoft Office & Windows desktop environment experience.
  • Experience with network connectivity, WIFI connections, tethering computers to phones.
  • Familiar with BYOD, phones, and tablets in a corporate environment.
  • Experience with building, configuring, and troubleshooting laptops/PCs, mobile phones, printers, and tablets.
  • Able to communicate with a range of stakeholders, including those at a senior level.

Nice to Have:

  • Any relevant IT qualifications.


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