IT Service Delivery Analyst

eTeam; Swindon; On-site; GBP 28,000 - 42,000; Full time

Job summary

eTeam is seeking an IT Service Delivery Analyst in Swindon to support a global leader in drug delivery technologies. This 12-month fixed-term contract (37.5 hours per week) involves first-line IT support, hardware/software/network issue resolution, and coordination with local IT vendors.

You will analyze requirements, translate them into technical specs, participate in testing and deployment, maintain equipment, and ensure ticket updates.

Qualifications

• Diploma or degree in Information Technology or related field.
• Certifications such as MCP/MCSE are advantageous.
• 4+ years of direct technical support experience in a professional setting.
• Experience in pharmaceutical manufacturing or laboratory environments is preferred.
• English language ability preferred.

Responsibilities

• Analyze system requirements and business processes to aid design and implementation of IT solutions.
• Collaborate with stakeholders to translate needs into technical specifications.
• Participate in testing and deployment of new systems to meet organizational needs.
• Provide first-level technical support for hardware, software, or network issues.
• Install, configure, and maintain IT equipment and software.
• Troubleshoot and resolve technical problems, escalating complex issues as needed.
• Keep records of issues and resolutions to improve IT support processes.
• Handle basic user requests and provide solutions based on proven methods.
• Rebuild hardware components as needed and perform IT procurement per guidelines.
• Coordinate with local IT vendors for services like network cable installation and e-waste collection.
• Ensure IT tickets are updated and resolved in a timely manner.
• Adhere to Standard Operating Procedures and be on-call 24x7 for emergencies.

Skills

IT support

English fluency

Troubleshooting

Network basics

Documentation

ITIL knowledge

Education

Diploma in Information Technology

Job description

Contract: 12 months contract fix term contract with a possibility of extension, 37.5 h per week

Client: a global leader in drug delivery technologies, development, and manufacturing solutions for the pharmaceutical, biotech, and consumer health industries.

ABOUT THE ROLE:

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.

Responsibilities

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.
• 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.

ABOUT THE CANDIDATE

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

Required Skills

• Certifications relevant to the specific IT domain can also be advantageous. (e.g., CompTIA, Network) 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 occasio

Preferred Skills

• 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 SLAs. Effectively elevate 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.