Service Delivery Analyst

Job Introduction

Do you want to be part of the best digital company in the spirits business? Are you passionate about technology and eager to start your career in IT support? Would you like to contribute to the continued success of the largest family-owned whisky distillery in the world, responsible for iconic brands including Glenfiddich, The Balvenie, Hendrick’s Gin, and Reyka Vodka?

William Grant & Sons are looking for a Service Delivery Analyst to join our Group Technology Services team based in Cumbernauld. This is an exciting entry level role where you will provide essential IT support across our global business and develop your skills in a dynamic environment.

Main Responsibility

As a Service Delivery Analyst, you will be the first point of contact for end users experiencing technical issues. Your responsibilities will include:

• Logging and managing incidents and service requests through our IT Service Management system, IFS Assyst.
• Diagnosing and resolving common hardware and software issues.
• Escalating more complex problems to senior team members when required.
• Ensuring requests are completed within agreed service levels.
• Maintaining accurate documentation and contributing to knowledge sharing within the team.

This role is ideal for someone who enjoys problem-solving, working collaboratively, and learning new technologies in a fast-paced environment.

Our Ideal Candidate

• Basic understanding of IT systems and a strong interest in technology.
• Good problem-solving skills and attention to detail.
• Strong communication skills with the ability to explain technical concepts clearly.
• A team player who is adaptable and eager to learn.
• Familiarity with Microsoft 365 and ITSM tools is an advantage but not essential.

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 and an opportunity to ‘buy’ or ‘sell’ some holiday entitlement.
• Private Healthcare and Doctor@Hand (remote GP service).
• Our employees can join a defined contribution pension plan. Employees contribute either 4% or 5% of salary, the company contributes 8% or 10% depending on the employee contribution. Employee contributions can be made through salary sacrifice.
• Our Employee Assistance Programme offers practical, impartial support on everyday matters ranging from medical, financial and legal to home and family issues. 
• Our Life Assurance cover is a multiple of eight times your annual basic salary.
• Product allocation so that you can enjoy our fantastic portfolio of brands.
• Our Cycle to Work scheme allows you to hire a bike for an agreed length of time, and then snap it up for a fraction of its original value. All while making savings (at least 25%) and spreading the cost.
• Every employee has the opportunity to claim up to £1,000 per 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.

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.