IT Service Delivery Analyst

Lockton; Greater London; On-site; GBP 35,000 - 52,000; Full time

Job summary

Lockton is seeking an IT Service Delivery Analyst to join the Technology team, delivering 2nd and 3rd line support to the business in a fast-paced, in-house environment.

You will drive incident, problem and service request management with a strong ITIL focus, collaborating with third-party contractors and vendors to maintain service continuity and timely resolutions.

Qualifications

• Experience delivering 2nd/3rd line IT support in a fast-paced environment.
• Strong knowledge of ITIL incident, problem and service request processes.
• Experience engaging with third-party contractors and vendors.
• Able to work flexibly across the team and cover Tech Bar and ad hoc duties.

Responsibilities

• Provide 2nd and 3rd line IT support to the business.
• Identify, prioritise, coordinate and resolve end user incidents and service requests.
• Monitor, track and progress support activity in line with SLAs.
• Engage with third-party contractors and vendors to support service delivery and incident resolution.
• Cover Tech Bar and other ad hoc operational duties as required.

Skills

Customer service

ITIL knowledge

Incident management

Problem solving

Communication skills

Time management

Team collaboration

Tools

ServiceNow

Intune

Windows 11

Active Directory

Microsoft 365

Job description

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 will provide 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 providing flexible 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


• Windows Autopilot


• Windows BitLocker or equivalent endpoint encryption


• 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

Along with:

• 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, escalating appropriately and support shared team objectives.

Desirable Skills

• Microsoft Entra ID


• Citrix support, including Desktop Director


• PowerShell scripting


• VMware support


• Experience supporting third‑party applications


• Application deployment tools


• Meeting room technology support, including Teams, Crestron and VC/AV services

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