Group IT Support Analyst

The Role

Charles Taylor Group Services Information Technology is looking for a Group IT Support Analyst (Service Delivery) on 12 months fixed term contract to provide timely and efficient 1st, 2nd and 3rd Level support to the organisation’s user community in London. The Support Analyst should have extensive experience administrating common services including Windows 11, Office 365, Intune device management, Active Directory, deploying laptop builds, and time management.

Please note that this opening could be for an entry level or associate level role and individuals would be provided sufficient training to perform their duties in course of time. The most important attribute here would be client / customer facing skills.

• Respond to requests for IT support and services (including incidents and service requests) in a timely, polite, and efficient fashion, while adhering to the defined SLA time frames using our IT Service Management tools.
• Analyse and resolve 1st/2nd/3rd line support while working with other support work groups (Infrastructure, Application Support, Networks, etc.) to resolve/fulfil incidents, requests, and problems.
• Log and track the status of assigned requests for IT support and services, ensuring regular customer updates.
• Provision and deploy new equipment and applications to individuals and groups, following the appropriate processes and ensuring compliance with licensing requirements.
• Provide technical solutions to IT and business requests/requirements, engaging with key IT Stakeholders where appropriate.
• Provide the relevant equipment and support for meetings as required by the business.
• Follow the defined department ITIL processes and procedures, and wider company standards, policies, and procedures; providing feedback on processes where improvement opportunities are identified.
• Maintain the hardware inventory to ensure accuracy and strictly follow the procurement process.
• Perform proactive maintenance on supported systems, ensuring supported offices are visited for IT maintenance on the agreed schedule.
• Provide regular updates to customers, and to the BAU Team, Group IT Delivery Managers and Head of Service Delivery, on progress with items, escalating issues where a technical or management escalation is required.
• Build positive relationships with users to enhance the level of service provided.
• Positively contribute ideas and feedback to help the team grow and improve; participate actively in team meetings and other activities as required.
• Carry out Ad Hoc duties and tasks that are allocated to you at the discretion of management and that are within your capabilities and within the scope of your post.
• Demonstrate and champion Charles Taylor Values by ensuring Agility, Integrity, Care, and Accountability and Collaboration.

• Advanced Active Directory administration (user and group management, adding objects to the domain, etc.)
• Hardware installation and troubleshooting, including laptops, desktops, telephones, smartphones & tablets, printers, and other peripherals.
• Mandatory current experience with Windows 11 installation, support, and troubleshooting.
• Exposure to common applications i.e. CoPilot, Intune, Office 365 (and other Microsoft Applications).
• Experience with Teams calling setup & management.
• Experience in building/imaging software for deploying corporate standard images to standard desktop hardware using Intune.
• iPhone configuration, support, and user assistance, including mobile device management solutions such as Intune.
• Understanding of Service Management concepts. ITIL foundation qualified (preferred).
• Experience in IT Service management logging systems; ideally Service Now or similar.
• Ability to work independently and as part of a team. Ability to prioritise own workload and meet agreed deadlines.
• Ability to communicate effectively at all levels.

Founded in 1884 as a mutual insurance association, Charles Taylor began under the leadership of coal merchant Charles Taylor, whose astute management set the stage for growth. Today, we are a global leader providing insurance services and technology solutions with a team of c.4,000 experts across 120+…