Service Delivery Analyst
Type: Full Time
Reporting to: Service Delivery Manager
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 Toro
Toro is a London-based security risk management consultancy and managed IT and security services provider with over a decade of experience delivering integrated, intelligence-led solutions. We specialise across cyber security, physical security, personnel security, and managed IT services, providing clients with a holistic approach to managing risk.
We work with a diverse range of organisations, from high-net-worth individuals and families to SMEs, multinational organisations, and government departments. Our projects are varied, often complex, and frequently business-critical, giving our people the opportunity to solve real-world challenges and make a meaningful impact.
As a growing consultancy, we pride ourselves on building trusted relationships, delivering practical solutions, and maintaining the highest standards of professionalism and integrity.
Working at Toro
At Toro, you'll find more than just a job—you'll find the opportunity to grow your career alongside an ambitious and expanding business.
We're a collaborative, supportive team that values initiative, curiosity, and continuous improvement. We empower our people to take ownership, contribute ideas, and work closely with experienced specialists across a broad range of disciplines. Whether you're supporting clients, improving internal processes, or developing new capabilities, your work will have genuine impact.
Our size means you'll enjoy a level of variety and responsibility that larger organisations often can't offer, while benefiting from the flexibility, trust, and professional development opportunities of a modern, people-first employer.
If you're looking for meaningful work, exposure to diverse projects, and the opportunity to develop within an organisation that invests in its people, we'd love to hear from you.
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.
