IT Service Delivery Analyst

The Thrive Group; Swindon; On-site; GBP 30,000 - 34,000; Full time

Job summary

A technology service provider in Swindon is seeking an IT Service Delivery Analyst to join their on-site support team. The ideal candidate has a strong technical foundation and at least 4 years of hands-on IT support experience. This role focuses on providing first-level support, managing service tickets, and ensuring smooth operations within a dynamic environment. This is an onsite position with no remote flexibility.

Qualifications

• Minimum 4 years of relevant hands-on IT support experience.
• Certifications like CompTIA, Network+, MCP, MCSE are highly desirable.
• Ability to lift up to 50 lbs and navigate office/lab settings.

Responsibilities

• Provide first-level technical support for hardware and software.
• Install, configure, and maintain IT equipment.
• Escalate complex issues to higher-level IT staff.

Skills

Technical foundation in IT

Troubleshooting skills

Communication skills

Service management via ServiceNow

Adaptability

Education

Diploma or degree in IT or Computer Science

Tools

ServiceNow

Job description

Now Hiring: IT Service Delivery Analyst

Target Start Date: 13 October 2025

Location: Swindon

Contract Length: 12 months (with potential for extension or full-time hire)

Working Hours: 37.5 hrs/week (Mon-Fri, onsite only)

Shift Options: 7:30am-4:00pm | 8:00am-4:30pm | 8:30am-5:00pm

Hourly Rate: ~£15.38-£17.43/hour (£30,000 - £34,000/year)

About the Role

We\'re looking for an experienced IT Service Delivery Analyst to join our on-site IT support team in Swindon. This role serves as the first point of contact for end-user support, tackling hardware, software, and 1st-level network issues. You\'ll be instrumental in keeping our business tech running smoothly while maintaining high customer service standards.

Key Responsibilities

• Provide first-level technical support for hardware, software, and network issues
• Install, configure, and maintain IT equipment and software
• Escalate complex issues to higher-level IT staff when necessary
• Maintain accurate records of IT issues and resolutions
• Coordinate IT procurement and manage inventory in line with company policies
• Support and troubleshoot local site applications, network, telecom, and server issues
• Interface with third-party vendors (e.g., for copier support, eWaste collection)
• Be available for emergency/on-call support and special projects

Key Competencies

• Strong technical foundation in IT (hardware, software, networking, security)
• Excellent troubleshooting, analytical, and problem-solving skills
• Strong communication skills to support end users and collaborate with IT teams
• Proven ability to manage service tickets via tools like ServiceNow
• Customer-focused, adaptable, and solution-oriented
• Familiarity with ITIL frameworks and best practices

Requirements

• Diploma or degree in IT, Computer Science, or a related field
• Minimum 4 years of relevant hands-on IT support experience
• Certifications (CompTIA, Network+, MCP, MCSE) highly desirable
• Experience in pharma manufacturing or lab environments is a plus
• Ability to interpret written, verbal, and visual instructions
• Comfortable working under pressure and meeting deadlines
• Physical ability to occasionally lift up to 50 lbs and navigate office/lab settings
• Service-driven personality: flexible, personable, and approachable

Onsite Only: No remote/hybrid - this is a 5-day/week onsite position.

Ready to Apply?

If you\'re passionate about IT service delivery and want to work in a dynamic, fast-paced environment supporting essential business operations, apply now to be part of our Swindon team.