IT Service Delivery Analyst

Lockton Companies; Greater London; Hybrid; GBP 40,000 - 55,000; Full time

Benefits offered by this job

Health insurance

Wellbeing support

Job summary

Lockton Companies is seeking an IT Service Delivery Analyst to join the Technology team. You will deliver 2nd and 3rd line support and coordinate incidents, problems and requests in a fast-paced in-house environment.

The role requires strong technical capability, customer-focused skills and flexible coverage across the team, including Tech Bar support and vendor engagement.

Qualifications

• Knowledge of Windows 11, Intune and Microsoft 365 environments.
• Experience with AD, Group Policy and Exchange administration.
• Familiarity with ITIL processes and ServiceNow ticketing.
• Experience in a hybrid in-house support setting with vendor coordination.

Responsibilities

• Provide 2nd/3rd line IT support to the business.
• Manage incidents, problems and service requests per SLAs.
• Engage with third‑party contractors to maintain service delivery.
• Cover Tech Bar and other ad hoc operational duties as needed.
• Support meeting room technology including Teams and VC/AV systems.

Tools

Windows 11

Intune

Microsoft 365

iOS & Android support

Mac support

Exchange

Active Directory

Group Policy

LAN/WAN/Wi‑Fi

ServiceNow

ITIL Foundation

Citrix Desktop Director

PowerShell

VMware

Teams/Crestron/VC/AV

Third-party applications

Job description

At Lockton, we’re passionate about helping our people achieve their ultimate potential. Our people are curious, action-oriented and always striving to make ourselves and those around us better. We’re active listeners working to ensure understanding and problem solvers developing innovative solutions. If you can see yourself delivering excellent service to clients, giving back to our communities and being a part of our caring culture, you belong here.

About the Position

Lockton is the world's largest privately held independent insurance brokerage. At Lockton, we are all about unlocking potential—your potential, our clients' potential, and ultimately our potential to deliver world-class service. If you're passionate about making a real impact and thriving in a culture where you truly belong, join us to make a difference.

Job type

Experienced Professional

Workplace

Hybrid

Your Responsibilities

We are looking for an IT Service Delivery Analyst to join the Technology team in providing 2nd and 3rd line support to the business.

The role requires strong technical capability, excellent customer-facing skills and the ability to operate confidently in a fast-paced in-house support environment. You willprovide flexible cover across the team, including Tech Bar support and other ad hoc operational duties.

You will be responsible for the identification, prioritisation, coordination and resolution of end user incidents and service requests, ensuring support activity is monitored, tracked and progressed in line with agreed service levels.

The successful candidate will have a strong understanding of Incident, Problem and Service Request management processes, supported by practical experience of working within an ITIL-aligned technical support environment.

The role also involves effective engagement with third-party contractors and vendors to support service delivery, incident resolution and operational continuity along with providingflexible cover across the team, including Tech Bar support and other ad hoc operational duties.

Qualifications

It is essential that you have knowledge and experience of the following:

• Microsoft Windows 11
• Microsoft Intune mobile device management and Company Portal
• Microsoft 365 applications and services
• iOS and Android mobile device setup and support
• Exposure to Apple Mac support
• Windows file structure, data handling and backup awareness
• Microsoft Exchange support
• Active Directory administration and Group Policy
• LAN, WAN and Wi‑Fi fundamentals
• ServiceNow
• ITIL Foundation

• Passionate about customer service, with a positive, proactive and professional approach.
• Demonstrable experience in desktop support, service desk processes and ITIL-aligned ways of working.
• Well organised, able to prioritise workload, manage time effectively and meet deadlines without compromising quality.
• Strong analytical and problem-solving skills, including research, investigation and product evaluation.
• Able to work collaboratively with team colleagues, escalated appropriately and support shared team objectives.
• Citrix support, including Desktop Director
• PowerShell scripting
• VMware support
• Experience supporting third-party applications
• Meeting room technology support, including Teams, Crestron and VC/AV services

Please note: You must be available to work flexibly when required, including participation in the rota covering an 8am–6pm support period

Equal Opportunity Statement

Lockton Companies is proud to provide everyone anequal opportunity to grow and advance. We are committed to an inclusive culture and environment where our people, clients and communities are treated with respect and dignity.

At Lockton, supporting diversity, equity and inclusion is ingrained in our values, and we believe that we are at our best when we fully embrace everyone. We strive to cultivate a caring culture that learnsfrom, celebrates and thrives because of our breadth of differences. As such, we recognize that recruiting, developing and retaining people with diverse backgrounds and experiences is vital and enabling our people to thrive personally and professionally is critical to our long‑term success.

About Lockton

Lockton is the largest privately held independent insurance brokerage in the world. Since 1966, our independence has allowed us to serve our clients, take care of our people and give back to our communities. As such, our 13,100+ Associates doing business in over 155 countries are empowered to do what’s right every day.

At Lockton, we believe in the power of all people. You belong at Lockton.

How We Will Support You

At Lockton, we empower you to be true to yourself in all that you do. Your success is our success, and we provide opportunities to help you grow and create a rewarding career path, however you envision it.

We are ready to meet you where you are today, and as your needs change over time. In addition to industry-leading health insurance, we offer additional options to support your overall health and wellbeing.

Any Employment Agency, person or entity that submits an unsolicited resume to this site does so with the understanding that the applicant's resume will become the property of Lockton Companies, Inc. Lockton Companies will have the right to hire that applicant at its discretion and without any fee owed to the submitting Employment Agency, person or entity. Employment Agencies, who have fee Agreements with Lockton Companies must submit applicants to the designated Lockton Companies Employment Coordinator to be eligible for placement fees.