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Date Added: Sun 30/05/2021

IT Service Delivery Analyst

London, UK
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Job Type: Permanent

Salary: £30000 - £35000 / annually


Digital innovation is reshaping the insurance industry - We are making it happen.  Charles Taylor InsureTech was established to help insurance businesses drive change through the delivery of technology enabled solutions. We do not have a one-size-fits-all approach or prescriptive methodology. We work consultatively with our clients to revitalise their operations, reinvent established processes, and implement future-ready solutions that deliver measurable benefit and improve data-driven decision making.

Charles Taylor is a global provider of professional services and technology solutions dedicated to enabling the global insurance market to do its business fundamentally better. Dating back to 1884, Charles Taylor now is currently in more than 120 locations spread across 30 countries in Europe, the Americas, Asia Pacific, the Middle East and Africa.

Charles Taylor believes that it holds a distinctive position in its markets in that it is able to provide professional services and technology solutions in order to support every stage of the insurance lifecycle and every aspect of the insurance operating model. Charles Taylor serves 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 has three distinct business areas - Claims Services, InsureTech and Insurance Management.

Charles Taylor was recently acquired by an investment company managed and controlled by Lovell Minnick Partners LLC. Lovell Minnick is a US Private Equity firm that invests in the global financial services industry, including related technology and business services companies, with a focus on helping to build long term value for clients, employees and shareholders.  The acquisition will support the continuation of Charles Taylor's successful growth strategy, with a focus on expanding client relationships, broadening specialist capabilities and the range of services and technology solutions, deepening geographic coverage, and reinvesting in quality of service and technology.

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The Role

Charles Taylor InsureTech is looking for a Service Delivery Analyst to provide an expert, efficient, and highly customer-focused IT support service to the Charles Taylor group user community within agreed service levels in UK. The successful candidate should have extensive experience administrating common services including Windows 10, Office 365, Intune device management, Active Directory, Time Management and documentation duties along with performing configuration, administration, deployment, and documentation duties required to help the team maintain the Service Delivery support operation within the defined processes and framework. Additionally, the person may be required to act as a mentor to junior members of staff where necessary

Key Responsibilities

  • Respond to assigned requests for IT support and services (including incidents, and service requests) in a timely, polite, and efficient fashion, adhering to the defined SLA timeframes
  • Analyse and resolve assigned 2nd/3rd line support calls at the EMEA offices and for remote users.  Work with other relevant support workgroups (Infrastructure, Application Support, 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
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