IT Service Delivery Analyst

Salary: £56,000 - 96,000 per year

Requirements:

• College-level diploma in Information Technology, Computer Science, or a related field.
• Relevant certifications in the IT domain can be advantageous, such as CompTIA or Network certifications.
• Microsoft Certified Professional (MCP) or Microsoft Certified Systems Engineer (MCSE) certification is desired.
• Minimum of 4 years of relevant direct technical support experience.
• Experience in a pharmaceutical manufacturing and/or laboratory environment is preferred but not required.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Ability to speak English is preferred.
• Other languages may be required in other areas or regions.
• Ability to work effectively under pressure to meet deadlines.
• Ability to sit, stand, walk regularly, and occasionally lift 0-50 pounds.
• Ability to access general office, laboratory, and manufacturing areas and use required office equipment.
• Ability to meet specific vision requirements, including reading written documents and frequent use of computer monitors.
• Service-oriented attitude, with flexibility, personable communication, and an approachable manner.

Responsibilities:

• Analyze and resolve IT issues as the initial point of contact.
• Provide direct technical end-user support for hardware, software, and 1st-level network issues.
• Ensure end user compute equipment supplies are sufficient and request additional IT hardware as needed.
• Analyze system requirements and business processes to assist in the design and implementation of IT solutions.
• Work closely with stakeholders to understand needs and translate them into technical specifications.
• Participate in the testing and deployment of new systems.
• Install, configure, and maintain IT equipment and software.
• Troubleshoot and resolve technical problems, escalating more complex issues when needed.
• Maintain records of issues and resolutions to support future reference and process improvement.
• Interact with clients to process basic service requests and resolve basic technical problems.
• Replace and rebuild hardware components as needed.
• Perform IT procurement in accordance with corporate guidelines.
• Coordinate with local IT support vendors for network cable installation, copier support, and eWaste collection.
• Provide general site application support and troubleshooting.
• Provide 1st-level network, telecom, and server support.
• Keep IT tickets updated and resolved in a timely manner.
• Comply with relevant Standard Operating Procedures.
• Be on call 24x7 for emergencies and special projects.
• Provide clear, concise, and accurate status updates as required.
• Provide updates on specific site requirements.
• Perform other duties as assigned or required.

Technologies:

• Hardware
• Support
• MCP
• Network
• ITIL
• Security
• ServiceNow

More:

We are a global leader in drug delivery technologies, development, and manufacturing solutions for the pharmaceutical, biotech, and consumer health industries. This is an on-site role in Swindon, UK, working either 7:30am to 4:00pm, 8:00am to 4:30pm, or 8:30am to 5:00pm. The contract is for 12 months on a fixed-term basis with a possibility of extension, and the role is 37.5 hours per week.

last updated 37 week of 2026