IT Service Delivery

Role: IT Service Delivery

Duration: 12 Months

Location: Swindon SN5 8RU, United Kingdom

Working Hours: 37.5 hrs/week

Typical Working Hours: 7:30am to 4:00pm, 8:00am to 4:30pm, or 8:30am to 5:00pm

Position Summary:

The IT Service Delivery Analyst will be responsible for the initial analysis and resolution of IT issues, often serving as the key point of contact

They will be responsible for direct technical End User support, addressing hardware, software, and 1st level network issues Ensure End User Compute equipment supplies are sufficient to support the business, requesting additional IT hardware as needed.

Key Competencies:

Technical Skills: A strong foundation in IT principles, including knowledge of hardware, software, networks, and security.

Analytical Skills: The ability to analyze problems, identify root causes, and develop effective solutions.

Communication Skills: Effective verbal and written communication skills are essential to interact directly with end users, other team members, and other IT support departments.

Ticket Management Skills: The ability to consistently manage and complete assigned incident and request tickets within defined SLA's

Effectively escalate tickets that require support above what can be provided locally.

Customer Service Orientation: A focus on delivering high-quality service to all users.

Adaptability and Flexibility: The IT landscape is constantly evolving, so the ability to adapt to new technologies, processes, and challenges is essential for all roles.

Problem-Solving Skills: This involves not only technical problem-solving but also strategic problem-solving for higher-level roles to navigate complex organizational challenges.

Knowledge of ITIL and Other Frameworks: Understanding of IT service delivery fundamentals, the use of ServiceNow and how to properly process IT tickets and manage local site IT inventory.

Key Responsibilities:

Analyzes system requirements and business processes to assist in the design and implementation of IT solutions.

Works closely with stakeholders to understand their needs and translates them into technical specifications.

Participates in the testing and deployment of new systems, ensuring they meet the organization's needs.

Provides first-level technical support to end-users facing issues with hardware, software, or network services.

Installs, configures, and maintains IT equipment and software to ensure operational efficiency.

Assists in troubleshooting and resolving technical problems, escalating more complex issues to higher-level staff.

Maintains records of issues and resolutions for future reference and for improving IT support processes.

Understands basic user technology issues and provides solutions based upon basic proven methods.

Interacts with clients to process basic service requests or resolve basic technical problems.

Replaces and rebuilds hardware components as needed.

Perform IT Procurement in accordance with corporate guidelines

Coordinate with local IT support vendors for services such as Network cable installation, Copier Support, and eWaste collection.

Provide general site application support & troubleshooting

Provide 1st level network, telecom & server support

Ensures IT tickets are updated and resolved in a timely manner.

Understands and comply with relevant Standard Operating Procedures.

On call 24x7 for emergencies and support for special projects.

Effectively communicates clear, concise, and accurate status as required.

Provide updates of specific site requirements.

Other duties may be assigned or required.

Requirements

• College level diploma in Information Technology, Computer Science, or a related field.

• Certifications relevant to the specific IT domain can also be advantageous. (e.g., CompTIA; Network's) are highly beneficial.

• Microsoft Certified Professional (MCP) or Microsoft Certified Systems Engineer (MCSE) certification is desired.

• Minimum of 4 years relevant direct technical support experience.

• Work experience within a pharmaceutical manufacturing and/or laboratory environment is preferred but not required.

• The ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

• Ability to speak English preferred. Other languages may be required in other areas/regions.

• Ability to work effectively under pressure to meet deadlines.

• Individuals may be required to sit, stand, walk regularly and occasionally lift 0-50 pounds.

• Be accessible to general office, laboratory & manufacturing areas and use required office equipment.

• Specific vision requirements include reading of written documents and frequent use of computer monitors.

• Service oriented attitude (flexible, personable, approachable) Reference: 25-06660