IT Service Delivery Analyst

At Lockton, we’re passionate about helping our people achieve their ultimate potential. Our people are curious, action-oriented and always striving to make ourselves and those around us better. We’re active listeners working to ensure understanding and problem solvers developing innovative solutions. If you can see yourself delivering excellent service to clients, giving back to our communities and being a part of our caring culture,
you belong here.

Lockton is the world's largest privately held independent insurance brokerage. At Lockton, we are all about unlocking potential—your potential, our clients' potential, and ultimately our potential to deliver world-class service. If you're passionate about making a real impact and thriving in a culture where you truly belong, join us to make a difference.

Experienced Professional

Hybrid

We are looking for an IT Service Delivery Analyst to join the Technology team in providing 2nd and 3rd line support to the business.

The role requires strong technical capability, excellent customer-facing skills and the ability to operate confidently in a fast-paced in-house support environment. You will provide flexible cover across the team, including Tech Bar support and other ad hoc operational duties.

You will be responsible for the identification, prioritisation, coordination and resolution of end user incidents and service requests, ensuring support activity is monitored, tracked and progressed in line with agreed service levels.

The successful candidate will have a strong understanding of Incident, Problem and Service Request management processes, supported by practical experience of working within an ITIL-aligned technical support environment.

The role also involves effective engagement with third-party contractors and vendors to support service delivery, incident resolution and operational continuity along with providingflexible cover across the team, including Tech Bar support and other ad hoc operational duties.

It is essential that you have knowledge and experience of the following:

• Microsoft Windows 11
• Microsoft Intune mobile device management and Company Portal
• Microsoft 365 applications and services
• iOS and Android mobile device setup and support
• Exposure to Apple Mac support
• Windows file structure, data handling and backup awareness
• Microsoft Exchange support
• Active Directory administration and Group Policy
• LAN, WAN and Wi‑Fi fundamentals
• Service Now
• ITIL Foundation

• Passionate about customer service, with a positive, proactive and professional approach.
• Demonstrable experience in desktop support, service desk processes and ITIL-aligned ways of working.
• Well organised, able to prioritise workload, manage time effectively and meet deadlines without compromising quality.
• Strong analytical and problem-solving skills, including research, investigation and product evaluation.
• Able to work collaboratively with team colleagues, escalated appropriately and support shared team objectives.
• Citrix support, including Desktop Director
• Power Shell scripting
• VMware support
• Experience supporting third-party applications
• Meeting room technology support, including Teams, Crestron and VC/AV services

Please note:
You must be available to work flexibly when required, including participation in the rota covering an 8am–6pm support period

Lockton Companies is proud to provide everyone anequal opportunity to grow and advance. We are committed to an inclusive culture and environment where our people, clients and communities are treated with respect and dignity.

At Lockton, supporting diversity, equity and inclusion is ingrained in our values, and we believe that we are at our best when we fully…