IT Service Delivery Analyst

I’m currently recruiting for an IT Service Delivery Analyst to join a large and established organisation on a 12-month contract, supporting users across a busy onsite environment in Swindon.

This is a hands-on IT support position, providing first-level technical assistance across hardware, software, network and general end-user computing issues. You’ll act as a key point of contact for IT support at the site, managing tickets through to resolution and escalating more complex issues where required.

Key Responsibilities

• Provide first-level technical support to end users across hardware, software and network issues.
• Troubleshoot, install, configure and maintain IT equipment and software.
• Replace and rebuild hardware components where required.
• Manage and update IT tickets, ensuring incidents and service requests are progressed within agreed SLAs.
• Provide basic network, telecoms and server support.
• Support local site applications and troubleshoot user issues.
• Maintain accurate IT equipment, stock and inventory records.
• Assist with IT procurement in line with corporate procedures.
• Coordinate with local IT vendors for services including network cabling, copier support and e-waste collection.
• Maintain records of issues and resolutions to support future troubleshooting and service improvement.
• Provide clear and accurate updates to users and relevant IT teams.
• Follow relevant IT procedures and Standard Operating Procedures.
• Support specific site requirements and special projects.
• Participate in 24/7 emergency/on-call support when required.

About You

We're looking for someone with:

• Minimum 4 years' relevant hands-on technical IT support experience.
• Strong knowledge of hardware, software and networking fundamentals.
• Experience providing direct end-user / desktop support.
• Experience working with an IT ticketing system, ideally ServiceNow.
• Understanding of ITIL / IT service management principles.
• Strong troubleshooting and analytical skills.
• Excellent communication and customer service skills.
• The ability to manage multiple tickets and priorities while working to defined SLAs.
• A flexible, approachable and service-oriented attitude.
• Ability to work effectively under pressure and meet deadlines.
• A diploma/qualification in IT, Computer Science or a related discipline is desirable.
• CompTIA, networking or Microsoft certifications are advantageous.
• Previous experience within pharmaceutical manufacturing, laboratories or another regulated environment would be beneficial, but is not essential.