Service Delivery Analyst

Insights; Dundee; Hybrid; GBP 28,000 - 40,000; Full time

Benefits offered by this job

Discretionary Annual Bonus

Employee Discounts (My Advantage)

Critical Illness cover

Job summary

Insights in Dundee, Scotland, is hiring a Service Delivery Analyst to join a global IT Service Desk team in a hybrid role. You will handle incidents and requests, work with specialist IT teams, and strive to deliver efficient, customer-centric service.

The ideal candidate has Service Desk experience, strong troubleshooting skills and is familiar with Microsoft 365, Intune, Entra ID and AD/Exchange administration. Remote support experience is valued.

Qualifications

• Experience working in a Service Desk or IT support environment.
• Strong troubleshooting and problem-solving abilities.
• Proficiency with Microsoft 365 suite and related technologies.
• Knowledge of ITIL processes and service management.

Responsibilities

• Deliver first-class IT support to colleagues globally.
• Take ownership of incidents and requests from start to finish.
• Collaborate with IT teams to resolve issues and improve services.
• Maintain and exceed service level expectations.
• Support deployment and maintenance of business applications.
• Contribute to process improvements and knowledge sharing.

Skills

Service Desk experience

Troubleshooting

Microsoft 365

Intune

Entra ID

Windows OS

Active Directory

Exchange administration

Hardware deployment

ITIL

Remote user support

Tools

Microsoft 365 admin center

Intune

Entra ID

Active Directory

Exchange Admin Center

Job description

Insights’ purpose is to create a world where people truly understand themselves and others and are inspired to make a positive difference in everything they do. We bring this purpose to organisations through our strategy, culture and – most importantly – our people.

Dundee, Scotland | Hybrid Working

At Insights, we're looking for a Service Delivery Analyst who combines strong technical skills with exceptional customer service. You'll be part of our global IT Service Desk team, supporting colleagues around the world and ensuring incidents and requests are resolved efficiently, professionally and with a genuine commitment to helping people.

What you’ll do

• Deliver first-class IT support to colleagues globally.
• Take ownership of incidents and requests from start to finish.
• Collaborate with specialist IT teams to resolve issues and improve services.
• Maintain and exceed service level expectations.
• Support the deployment and maintenance of business applications and technology.
• Contribute to process improvements, documentation and knowledge sharing.

What we’re looking for

You’ll be successful if you:

• Put the customer at the heart of everything you do.
• Take ownership and follow issues through to resolution.
• Are naturally curious and enjoy solving problems.
• Bring pace, initiative and accountability to your work.
• Communicate confidently and build strong relationships.
• Challenge constructively and look for continuous improvement.
• Thrive in a collaborative, team-oriented environment.

Skills & Experience

• Experience working within a Service Desk or IT support environment.
• Strong troubleshooting and problem-solving skills.
• Microsoft 365, Intune and Entra ID.
• Windows operating systems.
• Active Directory and Exchange administration.
• Hardware deployment and asset management.
• ITIL knowledge and experience.
• Experience supporting both local and remote users.

Why Insights?

This is an opportunity to join a collaborative global team where you’ll make a real impact on the experience of colleagues across the business. We're looking for someone who brings the human touch to technology, takes pride in delivering excellent service and enjoys finding better ways of doing things.

• Discretionary Annual Bonus
• My Advantage – Employee Discounts
• Critical Illness cover

Everyone is welcome at Insights. We’re dedicated to creating a space where you belong — that means accepting you for who you are now and supporting you on your journey towards whoever you want to become.

Our colourful solutions help people see themselves and others in a new light and we love encouraging our diverse global community to experience the transformational power of Insights Discovery. Through listening and learning, we will continue to foster the connections that matter to build a more inclusive culture.

It is in our nature to nurture. We have developed an organisation which puts care for our people, inclusion, belonging and wellbeing at the heart of our approach. We’re strengthened by a community where we work together to co-create a culture that celebrates difference and welcomes everybody.

We love learning. We want to be better tomorrow than we are today and we’re up for the journey. Unapologetically human, undoubtedly individual. Colourful to our core.