IT Service Delivery Specialist Reports To:

Director of Operations, Group IT Manager Monday - Friday 8AM to 5PM Fletcher- US Reporting to the Director of Operations, with a dotted line to the Group IT Manager, this position will focus on closing IT service tickets and providing support for IT infrastructure-related issues, collaborating closely with global IT teams to ensure service delivery meets internal customer expectations. Responsibilities Fulfilment of service requests and incidents in a timely manner, particularly those relating onsite production and to the team based in the USA and the wider Emtelle user base. Work closely with end-users and the wider Applications/Infrastructure teams to troubleshoot and resolve issues related to IT infrastructure and services Provide 1st and 2nd line infrastructure support for core services aligned to agreed service levels and working practices Managing the full lifecycle of user accounts, from creation to deactivation, including licensing assignments, group membership modifications, and access control, using Active Directory and Microsoft Entra ID Managing device deployment, security, and lifecycle using Microsoft Intune and Windows Autopilot Adhering to pre-defined service management processes while addressing incidents Setup of laptops, mobile phones, printers and other devices for new starters and colleagues Liaise with Infrastructure vendors and other IT personnel for problem resolution Troubleshoot system issues providing resolution to business application issues providing updates as and when required Work as part of the IT global operations team, taking open issues from the UK-based team at start of USA-working day and passing over issues to Europe at end local working day if required Be flexible to address other incidents and requests from the global IT queue Maintain company documentation and data standards and identify and implement procedures in areas where improvement in control is required

Pay:

$54,000.00 - $56,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Health insurance Health savings account Life insurance Paid time off Parental leave Retirement plan Tuition reimbursement Vision insurance Application Question(s): This position is not eligible for remote work or relocation assistance. If selected, are you able to work onsite in Fletcher, NC on a regular basis?

Work Location:

In person