Service Delivery Analyst

What we can offer you

• We offer a competitive salary and benefits which are designed to promote our employees financial wellbeing. Employees are also eligible to participate in a bonus plan.
• Our employees enjoy a generous holiday entitlement.
• Private Healthcare for employees (including dependents), dental cover and annual health screenings.
• Pension provision for local nationals is addressed by the statutory Central Provident Fund (CPF). Alternative pension arrangements are available for non-locals.
• Our Employee Assistance Programme offers practical, impartial support on everyday matters ranging from medical, financial and legal to home and family issues. 
• Private Life Assurance and Total Permanent Disability cover.
• Product allowance so that you can enjoy our fantastic portfolio of brands with your family and friends.
• Every employee has the opportunity to claim funding each year for a charity or charities for which they have raised money, volunteered their time or personally donated.
• Learning resources to help you be your best self.

Job Introduction

To provide quality first level (and some second level) IT support to the business, answering telephone calls to the central IT Service Desk number and resolving as many IT service requests as possible within Service Level Targets.

Main Responsibilities

• Act as a single point of contract for IS telephone support, providing technical expertise and support to system end- users, logging and resolving calls within agreed SLT and escalating to other teams as appropriate.
• Proactively share knowledge with other team members, updating and documenting procedures and solutions.
• Suggest/contribute to ways of improving existing tasks and processes using current technology to support a culture of continuous improvement.
• Ensure that all calls are logged in the Service Desk IT CMBD with the relevant SLT applied.
• Carry out system/staff Adds, Deletes and Transfers in line with existing processes.
• Engage, and establish successful relationships with end- users, identifying ongoing opportunities for improving the User experience and maximising customer service.
• Demonstrate behaviours in line with our diversity and inclusion aim, which is to create and promote a diverse and inclusive culture at WG&S where ideas, differences and views are respected and where all employees are encouraged to create their own personal legacy.

About William Grant & Sons

A HOME FOR RARE CHARACTERS

William Grant & Sons: a home where Rare Characters thrive.

We value every employee for their rare character, distinctive skills, experience and perspectives. Every one of our colleagues has a role to play in helping us to achieve our growth ambitions.

At William Grant & Sons, our vision is to be A home where rare characters thrive. We value all colleagues for their rare character, distinctive skills, experience and perspectives. Diversity & Inclusion is at the heart of how we do things at William Grant & Sons, fully aligned to our purpose and our company values. We strive to create an environment where we can all be our best and bring our whole selves to work.

OUR AGILE WORKING PHILOSOPHY

Our agile working philosophy is to “Have your best work day everyday”.
Built on trust, we empower our rare characters to have their best work day every day. Where flexibility and positive working experiences help employees to feel connected and release potential across our teams.
We are open to discussing possible agile/flexible working options as part of the recruitment process.

INCLUSIVE RECRUITMENT PROCESS

Diversity & Inclusion is at the heart of how we do things at William Grant & Sons, fully aligned to our purpose and our company values. We want to ensure that our recruitment process is inclusive. If you have any questions or need some support with your application we’d love to hear from you. So please get in touch with our HR team at recruitment.enquiries@wgrant.com.