Planet Pharma
IT Service Delivery Analyst
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IT Service Delivery Analyst
I’m currently recruiting for an IT Service Delivery Analyst to join a large and established organisation on a 12-month contract, supporting users across a busy onsite environment in Swindon.
This is a hands-on IT support position, providing first-level technical assistance across hardware, software, network and general end-user computing issues. You’ll act as a key point of contact for IT support at the site, managing tickets through to resolution and escalating more complex issues where required.
Key Responsibilities
- Provide first-level technical support to end users across hardware, software and network issues.
- Troubleshoot, install, configure and maintain IT equipment and software.
- Replace and rebuild hardware components where required.
- Manage and update IT tickets, ensuring incidents and service requests are progressed within agreed SLAs.
- Provide basic network, telecoms and server support.
- Support local site applications and troubleshoot user issues.
- Maintain accurate IT equipment, stock and inventory records.
- Assist with IT procurement in line with corporate procedures.
- Coordinate with local IT vendors for services including network cabling, copier support and e-waste collection.
- Maintain records of issues and resolutions to support future troubleshooting and service improvement.
- Provide clear and accurate updates to users and relevant IT teams.
- Follow relevant IT procedures and Standard Operating Procedures.
- Support specific site requirements and special projects.
- Participate in 24/7 emergency/on-call support when required.
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About You
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We're looking for someone with:
- Minimum 4 years' relevant hands-on technical IT support experience.
- Strong knowledge of hardware, software and networking fundamentals.
- Experience providing direct end-user / desktop support.
- Experience working with an IT ticketing system, ideally ServiceNow.
- Understanding of ITIL / IT service management principles.
- Strong troubleshooting and analytical skills.
- Excellent communication and customer service skills.
- The ability to manage multiple tickets and priorities while working to defined SLAs.
- A flexible, approachable and service-oriented attitude.
- Ability to work effectively under pressure and meet deadlines.
- A diploma/qualification in IT, Computer Science or a related discipline is desirable.
- CompTIA, networking or Microsoft certifications are advantageous.
- Previous experience within pharmaceutical manufacturing, laboratories or another regulated environment would be beneficial, but is not essential.
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