Service Delivery Analyst (1st & 2nd Line Support)
London | Hybrid (3 days office / 2 days remote)
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.
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.
The Role
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.
Key Responsibilities
- Act as the first point of contact for IT issues, managing calls, incidents, and service requests
- Provide deskside support for hardware, software, and user‑related issues
- Troubleshoot and resolve technical incidents across a range of technologies
- Escalate more complex issues to specialist teams where required
- Support audio‑visual and video‑conferencing setups (Teams, Zoom, WebEx)
- Assist with deployments, testing, and system improvements
- Maintain accurate records in a ticketing system (e.g. ServiceNow)
- Contribute to knowledge sharing and documentation
About You
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.
Experience Required
- Previous experience in 1st and/or 2nd line IT support (ideally within professional services)
- Strong knowledge of:
- Windows 11 and iOS
- Basic networking concepts
- Experience with ticketing systems (e.g. ServiceNow)
- Exposure to AV / conferencing technologies
- Experience with legal applications (e.g. iManage, Intapp, BigHand)
- Understanding of ITIL frameworks
Key Skills
- Strong customer service and communication skills
- Excellent troubleshooting and problem‑solving ability
- Ability to manage multiple tasks in a fast‑paced environment
- Proactive, adaptable, and solutions‑focused
- Keen to contribute to continuous improvement and team success
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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