IT Service Delivery Analyst

Location: Swindon, UK

Work model: on site

Working hours: either 7:30am to 4:00pm, or 8:00am to 4:30pm, or 8:30am to 5:00pm

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.

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.

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. Provide general site application support & troubleshooting.
• Provide 1st level network, telecom & server support.
• 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

Required:

• College level diploma in Information Technology, Computer Science, or a related field.
• Certifications relevant to the specific IT domain can also be advantageous. (eg, 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 occasionally lift 0-50 pounds.
• Be accessible to general office, laboratory & manufacturing areas and use required office equipment.
• Specific vision requirements include reading of written documents and frequent use of computer monitors.
• Service oriented attitude (flexible, personable, approachable).