Service Delivery Analyst

Insights’ purpose is to create a world where people truly understand themselves and others and are inspired to make a positive difference in everything they do. We bring this purpose to organisations through our strategy, culture and – most importantly – our people.

Job Description

Dundee, Scotland | Hybrid Working

At Insights, we’re looking for a Service Delivery Analyst who combines strong technical skills with exceptional customer service. You’ll be part of our global IT Service Desk team, supporting colleagues around the world and ensuring incidents and requests are resolved efficiently, professionally and with a genuine commitment to helping people.

What you’ll do

• Deliver first‑class IT support to colleagues globally.
• Take ownership of incidents and requests from start to finish.
• Collaborate with specialist IT teams to resolve issues and improve services.
• Maintain and exceed service level expectations.
• Support the deployment and maintenance of business applications and technology.
• Contribute to process improvements, documentation and knowledge sharing.

Qualifications

• Put the customer at the heart of everything you do.
• Take ownership and follow issues through to resolution.
• Are naturally curious and enjoy solving problems.
• Bring pace, initiative and accountability to your work.
• Communicate confidently and build strong relationships.
• Challenge constructively and look for continuous improvement.
• Thrive in a collaborative, team‑oriented environment.
• Experience working within a Service Desk or IT support environment.
• Strong troubleshooting and problem‑solving skills.
• Microsoft 365, Intune and Entra ID.
• Windows operating systems.
• Active Directory and Exchange administration.
• Hardware deployment and asset management.
• ITIL knowledge and experience.
• Experience supporting both local and remote users.

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