IT Service Delivery Technician

Hours: Monday to Thursday, 16:00 - 02:30 (40 hours per week). Flexibility is required to assist with team cover when required. Please note that hours worked between 19:00 and 07:00 include an unsociable hours allowance., We’re looking for a Service Delivery Technician to ensure the smooth day-to-day delivery of IT services, resolving technical issues for all users and deploying new hardware and software as needed. You’ll support both operational and office-based teams, while also contributing to a range of IT projects to drive continuous improvement., * Playing a key role within the IT team, delivering specialist 24/7 UK IT service support-onsite at EMA and remotely to LHR and LTN.

• Providing a high standard of customer service when working with stakeholders across the business.
• Proactively communicating issues, ensuring the right audience is informed of impact, progress, and resolution.
• Monitoring IT systems to maximise uptime and performance.
• Configuring, deploying, and maintaining hardware and software solutions.
• Providing support across Microsoft Office, Citrix, AS400, and specialist applications.
• Logging and resolving all IT tickets within agreed service levels.
• Maintaining IT assets in line with ITAM processes, including conducting regular audits.
• Updating and maintaining the knowledge base to promote best practice across the team.
• Ensuring IT security standards are upheld and compliance requirements are met.
• Identifying and driving continuous improvement opportunities.
• Supporting IT project delivery in collaboration with the Programme Management Team, meeting deadlines and commitments.
• Following DHL standards and guidelines to ensure compliance.
• Liaising with third-party suppliers and vendors for hardware, software, and infrastructure support (BAU and project work).
• Supporting additional tasks as required by EMA IT Service Delivery Management.

Do you have experience in Windows?, * Hands-on experience installing, configuring, and troubleshooting hardware, including desktops, laptops, peripherals, and mobile devices.

• Solid knowledge of Windows operating systems, including installation, configuration, and ongoing maintenance.
• Understanding of core networking principles (TCP/IP, DNS, DHCP, Wi-Fi, and basic switching/routing).
• Awareness of fundamental security practices, including malware types, physical security, system hardening, and password policies.
• Strong grasp of operational best practices, including documentation, health & safety, and environmental considerations.
• Experience using remote support tools and techniques.
• Excellent customer service and communication skills.
• An entrepreneurial mindset with a creative and innovative approach to problem-solving.
• Self-aware, proactive, and committed to continuous personal and professional development.
• The ability to work independently with strong self-motivation.
• A collaborative approach, with a genuine passion for supporting and working alongside team members.

Desirable:

• Ideally educated to degree level in a relevant IT discipline (or qualified by experience)
• ITIL 4 Foundation, ITIL Strategist (Direct, Plan & Improve), ITIL Leader (Digital & IT Strategy

Pulled from the full job description

• Employee discount
• Free parking
• Company pension
• Cycle to work scheme
• On-site parking, * Competitive salary + shift allowance
• Annual bonus (up to 5%) Free onsite parking
• ️
• Pension (up to 6% company contribution)
• Share Purchase Plan My DHL Rewards - discounts at 3,000+ retailers
• ️
• Private medical (after 12 months)
• Spark - wellbeing support Cycle to Work Scheme
• Enhanced Maternity Pay
• CIS Induction Week

At DHL, our people are our superpower. As the most international company in the world, we connect over 220 countries with a team of 500,000+ colleagues, delivering time-critical parcels across the globe. DHL Aviation UK forms part of DHL Express, playing a key role in keeping our network moving. We’re proud to create an inclusive, diverse workplace where everyone can thrive.