IT Service Desk Analyst

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Service Delivery Analyst (1st & 2nd Line Support)

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London | Hybrid (3 days office / 2 days remote)

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We are working with a leading international professional services firm to recruit a Service Delivery Analyst to join their high-performing IT team. This is an excellent opportunity for someone looking to combine service desk and deskside support responsibilities within a fast-paced, client-facing environment.

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This role offers a mix of 1st and 2nd line support, acting as a key point of contact for end users while also handling more complex technical issues and escalations.

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The Role

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As a Service Delivery Analyst, you will provide both remote and hands-on support to a diverse user base, ensuring seamless day-to-day IT operations. You will collaborate closely with wider IT teams and play an active role in delivering a first-class support experience.

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Key responsibilities include:

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• Acting as the first point of contact for IT issues, managing calls, incidents, and service requests
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• Providing deskside support for hardware, software, and user-related issues
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• Troubleshooting and resolving technical incidents across a range of technologies
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• Escalating more complex issues to specialist teams where required
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• Supporting audio-visual and video conferencing setups (Teams, Zoom, WebEx)
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• Assisting with deployments, testing, and system improvements
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• Maintaining accurate records in a ticketing system (e. ServiceNow)
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• Contributing to knowledge sharing and documentation
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About You

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You will be a customer-focused IT professional with a proactive mindset and strong troubleshooting skills, comfortable working both independently and as part of a wider team.

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Experience required:

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• Previous experience in 1st and/or 2nd line IT support (ideally within professional services)
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• Strong knowledge of:\n\t
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  • Windows 11 and iOS
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  • Microsoft Office 365 (including OneDrive, Intune, Azure / AVD)
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  • Hardware support (laptops, desktops, printers, mobile devices)
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  • Basic networking concepts
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• Experience with ticketing systems (e. ServiceNow)
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• Exposure to AV / conferencing technologies
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Desirable:

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• Experience with legal applications (e. iManage, Intapp, BigHand)
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• Understanding of ITIL frameworks
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Key Skills

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• Strong customer service and communication skills
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• Excellent troubleshooting and problem-solving ability
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• Able to manage multiple tasks in a fast-paced environment
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• Proactive, adaptable, and solutions-focused
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• Keen to contribute to continuous improvement and team success
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If you're looking for a role where you can develop your technical skills while working closely with end users in a professional environment, we'd love to hear from you.

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Due to the high volume of applications, we are not able to respond to all enquiries. If you have not received a response within 72 hours, please assume you have not been shortlisted at this stage, however thank you for taking the time to apply.

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