Background
Charles Taylor is a leading global provider of professional services and technology solutions to the insurance industry. We are a profitable, growing organisation that is highly regarded in the insurance industry, employing some of the industry’s ‘best in class’ professionals and technical experts. Our services and solutions support every stage of the insurance lifecycle and every aspect of the insurance operating model, across all major commercial insurance lines as well as technical areas of personal insurance. We serve a diversified blue-chip international customer base that includes national and international insurance companies, mutuals, captives, MGAs, Lloyd's syndicates, and reinsurers, along with brokers, distributors, and corporate insureds.
Charles Taylor is PE-backed, following a majority investment by Lovell Minnick Partners in January 2020, and has strong ambitions for organic and acquisition-led growth.
Our delivery of high quality, tailored services and solutions to our clients is backed by our core values of support, excellence in people, client partnership, quality of work, entrepreneurship, and positive change. We look for employees who exemplify these values to join us and help drive our growth.
For more information, please visit www.charlestaylor.com
The Role
Charles Taylor is looking for a Group IT Delivery Analyst 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 10, Office 365, Intune device management, Active Directory, deploying SCCM builds, and Time Management.
Key Responsibilities
* 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 timeframes using our IT Service Management tools.
* Analyse and resolve 1st/2nd/3rd line support while working with other support workgroups (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.
Required Skills
* 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 10 & 11 installation, support and troubleshooting.
* Exposure to common applications i.e. Office 365 (Outlook 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 SCCM or 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.
The ideal candidate will have a strong technical background with outstanding troubleshooting skills, possess excellent communication skills, and be a self-starter who delivers solutions in high pressure situations.
Equal Opportunity Employer
Here at Charles Taylor we are proud to be an Inclusive Employer. We provide an environment of mutual respect with zero tolerance to discrimination of any kind regardless of age, disability, gender identity, marital/ family status, race, religion, sex, or sexual orientation.
Our external partnerships and the dedicated work we do in promoting a transparent and fair recruitment and selection process all contribute to the successful, inclusive, and diverse culture and environment which we are proud to be a part of at Charles Taylor.
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