Group IT Delivery Analyst (668161)
Overview
Reference
668161
Salary
£/month
Job Location
- Mexico -- Mexico City
Job Type
Permanent
Posted
21 November 2024
Background
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.
The Role
Charles Taylor InsureTech is looking for a Group IT Delivery Analyst to provide timely and efficient 1st,2ndLevel support to the organisation's user communityin our offices in Mexico. The Support Analyst should have extensive experience administrating common services including Windows 10/11, Office 365, Intune devicemanagement, Active Directory, deploying Intune/Autopilot 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/2ndline 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 Lead /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.)
- AAD (Entra), M365 Administrationand MS Licensemanagement
- Exchange Admin, Email troubleshooting, DL, Mailbox (User/Shared/Resource) administration.
- 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
- Advanced knowledge/Exposure to common applications i.e. Office 365 (Outlook and other Microsoft Applications)
- Experience with MS Teams calling setup & management
- Experience in building/imaging software for deploying corporate standard images to standard desktop hardware usingIntune/Autopilot
- 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 in both languages: English (Intermediate to Fluent) and Spanish
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 InsureTech?
The Charles Taylor InsureTech team blends hands-on insurance expertise with fresh thinking from the worlds of technology consulting, financial services, ecommerce and beyond.
As a newly established business which is part of Charles Taylor, we combine the agility of a start up with the security and scale of a corporate. The result is a pragmatic-yet-pioneering approach that we have used to help clients reimagine central market systems, launch self-service digital insurance products, automate regulatory reporting requirements and more.
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.
Values
Demonstrate and role model the Charles Taylor six Values by ensuring a Supportive Environment, upholding Excellence in People, focusing on Partnership with Clients, delivering High quality Work, promoting Group-wide Entrepreneurship, and having an Appetite for Change.