IT Service Delivery Specialist — End-User Support

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

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.