Background

Charles Taylor is a global leading provider of professional services to the insurance industry. We are a profitable, growing organisation that is highly regarded in the insurance industry as a top-tier provider of professional services, employing some of the industry’s ‘best in class’ professionals and technical experts. Our delivery of high quality, individually tailored services to our clients is backed by our core values of excellence, partnership, quality, and support, and we look for employees to join us who exemplify these values and our ethos.

As part of a finance improvement programme, we are in the process of transforming our global payroll to standardise processes, improve controls and enhance reporting through a cloud-based SaaS solution integrated with Microsoft Dynamics365 Human Resources software. We have appointed a single party payroll administrator under a master contract with local payroll in each region governed under that master contract.

The Role

Charles Taylor Group Services Information Technology is looking for a Group IT Service Delivery Analyst to provide timely and efficient 1^st, 2^nd and 3^rd Level support to the organisation’s user community in London. The Support Analyst should have extensive experience administrating common services including Windows 11, 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 1^st/2^nd/3^rd 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.

Values

Our values define who we are, what we stand for and how we behave. They guide how we work with our colleagues and our clients, today and in the future. By living our values every day when we come to work, we deliver better results for the world of insurance.

Demonstrate and role model the Charles Taylor six Values by acting with responsibility and respect (Integrity), work better together (Collaboration), anticipate, prepare for, and adapt to change (Agility), are compassionate and human (Care) and take ownership (Accountability).

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.

Why join Charles Taylor GS-IT?

The Charles Taylor Group Services Information Technology team blends hands-on insurance expertise with fresh thinking from the worlds of technology consulting, financial services, ecommerce and beyond.

We are very proud of the fact that nine out of ten of our people recommend Charles Taylor as a place to work.  We pride ourselves on having a positive work environment where our people are empowered to make the best decisions and where learning is valued highly and shared across our business.

We are very committed to ensuring our people are given continuous learning and development. As well as structured induction programmes and job training, we provide study support for relevant professional qualifications and have a Core Learning & Development Curriculum.

Charles Taylor is a fun and inclusive place to work where people are truly valued and encouraged to enjoy a host of social and sporting activities available. Quiz nights, tennis tournaments, football matches and a range of other events take place throughout the year.

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.

Contact information

Ankur Chowdhury