Service Delivery Analyst

IT Service Delivery Analyst

Hemel Hempstead

£28,719 per annum

Full Time: 35 Hours per week, Monday to Friday

9am - 5pm

Join Our Team as an IT Service Delivery Analyst!

Are you passionate about technology and customer service? Do you thrive in a dynamic environment where you can make a real impact? If so, we have the perfect opportunity for you!

Overview / Job Summary

As a key member of our Service Delivery Team, the IT Service Desk Analyst is the first point of contact for all IT-related queries and incidents. This role is crucial in delivering high-quality first-line support to end-users across various channels, including phone, email, and ticketing systems. We are looking for someone with strong customer service skills, a proactive approach to problem-solving, and a solid technical understanding.

Key Responsibilities

• First-Line Support: Provide first-line support and resolution for all IT-related queries and incidents via phone, email, and ticketing systems.
• Incident Management: Accurately log, categorize, and prioritize incidents and service requests.
• Troubleshooting: Resolve hardware, software, and network issues for end-users, escalating when necessary.
• Remote & Desk-Side Support: Offer support for desktops, laptops, mobile devices, and peripherals.
• Enterprise Applications: Support enterprise applications such as Microsoft 365, VPN, collaboration tools (e.g., Teams), and cloud-based platforms.
• User Account Management: Assist with password resets, access permissions, and onboarding/offboarding procedures.
• Documentation: Maintain and update IT documentation, including knowledge base articles and user guides.
• Follow-Up: Conduct follow-up calls or emails to ensure resolution satisfaction and gather user feedback.
• System Upgrades: Assist in the rollout of new hardware, software, and system upgrades.
• Continuous Improvement: Identify recurring issues and suggest process enhancements.
• Collaboration: Work with the wider Technology & Change teams to ensure seamless service delivery and knowledge sharing.

What We Are Looking For:

• Strong customer service and communication skills.
• Experience providing IT support in a service desk or help desk environment.
• Good troubleshooting and problem-solving abilities.
• Knowledge of Microsoft 365, Windows operating systems, and common business applications.
• A proactive approach and willingness to learn.

Why Join Hightown?

• Generous Leave: 33 days of annual leave including Bank Holidays, rising to 35 days with service.
• Competitive Salary: £28.719 per annum for a 35-hour week.
• Monthly Attendance Bonus
• Annual performance bonuses
• Workplace Pension Scheme: Life assurance cover of three times your annual salary.
• Discounts and Savings: High Street retailers, gyms, restaurants, and cinemas.
• Training Opportunities: Ongoing career development.
• Employee Support: Health & wellbeing services.
• Free On-site Gym Access

Ready to take the next step in your career? Apply now and become a vital part of our Service Delivery Team!

We review applications on an ongoing basis and may close the advert early.