Service Delivery Analyst

Location: Hybrid working, primarily remote, with approximately two in-person team collaboration days per month in London. The role may also require occasional travel to client sites, predominantly within London, with opportunities for travel across the UK and internationally where business needs require.

Salary: £30,000 p.a

Holidays: 25 days’ annual leave plus public holidays. Your annual leave entitlement increases by one additional day for each completed year of service, up to a maximum of 30 days.

Benefits

Investment in your learning through Toro-funded training and professional development.

Generous 5% employer pension contribution.

Health and wellbeing support, including access to wellbeing resources and services.

Access to salary sacrifice schemes for technology, home goods, and other eligible purchases.

Electric vehicle (EV) Salary Sacrifice Scheme.

Flexible, hybrid and remote working to support a healthy work-life balance.

Opportunities to work on varied and meaningful projects across a diverse client base.

Starting: ASAP

About the Role

Toro is looking for a technically capable Service Delivery Analyst to join our growing Managed Services team.

This role is ideal for someone who enjoys solving technical problems, providing excellent customer service and supporting a wide variety of cloud, desktop and infrastructure technologies.

Working alongside the existing Service Delivery team, you'll be responsible for delivering first and second line IT support to our customers, ensuring incidents and service requests are resolved efficiently whilst maintaining a high level of customer satisfaction.

We're looking for someone who can bring strong technical knowledge to complement the existing team, particularly across Microsoft 365, Google Workspace, networking and endpoint security.

Key Responsibilities

Service Desk & Customer Support

Act as the first point of contact for customer IT support requests.

Deliver first and second line technical support via phone, email and remote support.

Log, prioritise and manage incidents and service requests through the Helpdesk.

Take ownership of tickets through to resolution, escalating where appropriate.

Maintain accurate documentation and audit trails for all work completed.

Provide an excellent customer experience throughout every interaction.

Microsoft 365 & Google Workspace

Administer Microsoft 365 environments, including

Exchange Online

Entra ID (Azure AD)

SharePoint

Teams

Licensing

Administer Google Workspace environments including

User provisioning

Security settings

Groups

Device management

Support email migrations, mailbox investigations and account administration.

Assist with security hardening and best practice implementation.

Endpoint & Security Management

Deploy, configure and maintain Windows and MacOS endpoints

Basic macOS troubleshooting (safe mode, disk space, software updates, FileVault)

Support the management of Sophos MDR/XDR

Investigate endpoint security alerts.

Assist with vulnerability remediation and patch management.

Support endpoint compliance and security best practice.

Assist with customer cyber security improvements.

Infrastructure Support

Provide support for customer infrastructure including

Windows Servers

AWS

Azure Active Directory

Group Policy

Backup solutions

Printers

Remote desktop environments

Assist with

Backup monitoring and restore testing

Firmware updates

Infrastructure maintenance

Performance investigations

Networking

Support customer networking environments including

Ubiquiti / UniFi

Managed switches

Firewalls

Wireless access points

VPN connectivity

Internet connectivity troubleshooting

User Administration

Manage starters, movers and leavers.

Provision and decommission user accounts.

Prepare laptops and equipment.

Configure user permissions.

Deliver IT inductions.

Provide basic user training where required.

Asset & Service Management

Maintain accurate hardware and software asset registers.

Support procurement of IT equipment.

Liaise with suppliers.

Maintain technical documentation.

Follow ITIL service management principles.

Participate in change management processes.

Skills & Experience

Essential

Strong customer service and communication skills.

Experience providing 1st and 2nd line IT Support.

Strong Microsoft 365 administration experience.

Experience administering Google Workspace.

Windows 11 administration.

Understanding of Apple ecosystem/Apple IDs/Managed Apple IDs and iCloud.

Active Directory Administration (Entra, Azure AD).

Basic networking fundamentals (TCP/IP, DNS, DHCP, VPN).

Experience supporting endpoint security products.

Excellent troubleshooting skills.

Ability to prioritise multiple support requests.

Desirable

Sophos Firewall and Endpoint experience.

UniFi networking.

Microsoft Entra ID.

Intune / Endpoint Manager.

Azure.

PowerShell or scripting fundamentals.

ITIL Foundation.

Backup technologies.

Cyber Essentials knowledge.

Experience working within an MSP or Managed Service environment.