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Service Delivery Specialist, Staines-upon-Thames
Client:
Pilgrim's Europe
Location:
Staines-upon-Thames, United Kingdom
Job Category:
Other
-
EU work permit required:
Yes
Job Reference:
1e38d7bff872
Job Views:
4
Posted:
02.05.2025
Expiry Date:
16.06.2025
Job Description:
As part of the Service Delivery team, you will work across a broad range of technologies and liaise with various areas of the business to support our environment. Your passion for technical service and eagerness for learning and personal development will be key. You will support colleagues in delivering exemplary service, providing specialist technical support, control, and proactive maintenance across the end-user environment. This includes hands-on on-site technical support and guidance to colleagues, including Executive Directors. Ensuring service delivery meets availability and usability requirements for current and future business needs is essential. You will follow approved processes, including incident management and request fulfillment, to ensure high customer service levels.
What will you be doing?
* Providing on-site specialist 2nd line technical support and administration of Pilgrim’s desktop and audio-visual hardware across UK & European territories.
* Acting as ambassadors for the IT department by delivering professional and efficient service to colleagues.
* Offering specialist support and guidance to Executive Directors.
* Serving as the point of contact for technical issues through incident resolution.
* Participating in projects and service improvements.
* Performing problem identification and root cause analysis for complex issues.
* Conducting regular health checks and recommending potential service improvements.
* Engaging in projects impacting Infrastructure Services.
* Identifying, owning, and implementing proactive maintenance plans, including upgrades and patches.
* Monitoring and reviewing service performance at a component level, producing reports, and recommending risk mitigation strategies.
What will I need?
* At least 3 years of experience in delivering, maintaining, and supporting IT systems remotely/on-site in a second-line and project delivery role.
* Experience in asset management, including reconditioning and redistribution of hardware.
* Technical and service knowledge of:
o Microsoft products: Windows 10 & 11, Microsoft 365, SCCM, Intune, Autopilot.
o Supporting company-enrolled mobile devices (JAMF).
o Supporting managed print solutions/hardware.
o Supporting audio-visual equipment.
o Network routing, switching, and patching.
o VOIP telephony configuration and support.
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