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About the Role

Toro is seeking a technically capable Service Delivery Analyst to join their Managed Services team. This role is ideal for individuals who excel at solving technical problems, delivering excellent customer service, and supporting a diverse range of cloud, desktop, and infrastructure technologies. The analyst will provide first and second-line IT support to customers, ensuring efficient resolution of incidents and service requests while maintaining high customer satisfaction. Strong technical knowledge, particularly in Microsoft 365, Google Workspace, networking, and endpoint security, is desired.

Responsibilities

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.
Administer Microsoft 365 environments, including Exchange Online, Entra ID (Azure AD), SharePoint, Teams, and Licensing.
Administer Google Workspace environments, including user provisioning, security settings, groups, and device management.
Support email migrations, mailbox investigations, and account administration.
Assist with security hardening and best practice implementation.
Deploy, configure, and maintain Windows and MacOS endpoints.
Provide 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.
Provide support for customer infrastructure including Windows Servers, AWS, Azure Active Directory, Group Policy, backup solutions, printers, and remote desktop environments.
Assist with backup monitoring and restore testing, firmware updates, infrastructure maintenance, and performance investigations.
Support customer networking environments including Ubiquiti/UniFi, managed switches, firewalls, wireless access points, VPN connectivity, and internet connectivity troubleshooting.
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.
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.

Requirements

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.

Skills

Microsoft 365
Google Workspace
Networking
Endpoint security
Exchange Online
Entra ID (Azure AD)
SharePoint
Teams
Windows 11
macOS
Sophos MDR/XDR
Windows Servers
AWS
Group Policy
Backup solutions
Printers
Remote desktop environments
Ubiquiti/UniFi
Managed switches
Firewalls
Wireless access points
VPN connectivity
Sophos Firewall
Intune/Endpoint Manager
Azure
PowerShell
ITIL Foundation
Backup technologies
Cyber Essentials

Location

Hybrid working
Remote
London

Work Type

Full Time
Hybrid
Remote

Experience Level

2nd line IT Support experience

Salary/Compensations

£30,000 p.a

Benefits

25 days’ annual leave plus public holidays, increasing with service up to 30 days.
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.

About the Company

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.
Specialises across cyber security, physical security, personnel security, and managed IT services, providing clients with a holistic approach to managing risk.
Works with a diverse range of organisations, from high-net-worth individuals and families to SMEs, multinational organisations, and government departments.
Projects are varied, often complex, and frequently business-critical, offering opportunities to solve real-world challenges and make a meaningful impact.
A growing consultancy that prides itself on building trusted relationships, delivering practical solutions, and maintaining the highest standards of professionalism and integrity.