IT Service Delivery Analyst

We are seeking an IT Service Delivery Analyst to join our Swindon team, acting as the first point of contact for IT support across the site. In this role, you will provide hands-on technical support, resolving hardware, software, and first-level network issues. You will also ensure adequate End User Compute equipment is available to support the site's day-to-day operations. This role is ideal for someone with strong troubleshooting skills, a customer-focused mindset, and the ability to work effectively in a fast-paced environment. The Role:

• Provide first-line technical support for hardware, software, and network incidents.
• Install, configure, and maintain IT equipment and applications.
• Troubleshoot issues, escalating complex problems to higher-level support teams when required.
• Conduct initial analysis of issues, maintain accurate records, and follow ITSM processes.
• Manage and fulfil IT tickets within defined SLAs using ServiceNow.
• Support End User Compute inventory management and IT procurement in line with corporate guidelines.
• Coordinate with local vendors for services such as cabling, copier support, and e-waste disposal.
• Provide 1st-level support for network, telecom, and server-related queries.
• Support testing and deployment of new systems, ensuring alignment with business needs.
• Deliver general site application support and troubleshooting.
• Participate in on-call rota for 24/7 emergency support and special project requirements.
• Provide clear and concise updates to stakeholders on local site requirements and ticket progress.
• Adhere to all relevant Standard Operating Procedures.
• Perform other related duties as assigned.

• College-level diploma in IT, Computer Science, or related field.
• Certifications such as CompTIA A+ or Network+ highly beneficial.
• Microsoft certifications (MCP, MCSE) desirable.
• Minimum 4 years of direct technical support experience.
• Experience in pharmaceutical manufacturing or laboratory environments is preferred but not essential.
• Ability to interpret written, verbal, diagrammatic, or scheduled instructions.
• Fluent English preferred; additional languages beneficial depending on region.
• Ability to work under pressure and meet deadlines.
• Must be capable of sitting, standing, walking, and lifting up to 50 lbs as required.
• Ability to work weekends, evenings, or nights when needed.
• Flexible, approachable, and service-oriented attitude.
• Occasional travel (0-10%).

Catalent offers rewarding opportunities to further your career! Join the global drug development and delivery leader and help us bring over 7,000 life-saving and life-enhancing products to patients around the world. Catalent is an exciting and growing international company where employees work directly with pharma, biopharma and consumer health companies of all sizes to advance new medicines from early development to clinical trials and to the market. Catalent produces more than 70 billion doses per year, and each one will be used by someone who is counting on us. Join us in making a difference.