Job Description
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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
- Providing deskside support for hardware, software, and user-related issues
- Troubleshooting and resolving technical incidents across a range of technologies
- Escalating more complex issues to specialist teams where required
- Supporting audio-visual and video conferencing setups (Teams, Zoom, WebEx)
- Assisting with deployments, testing, and system improvements
- Maintaining accurate records in a ticketing system (e. ServiceNow)
- 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)
- Strong knowledge of:nt
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- Windows 11 and iOS
- Microsoft Office 365 (including OneDrive, Intune, Azure / AVD)
- Hardware support (laptops, desktops, printers, mobile devices)
- Basic networking concepts
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- Experience with ticketing systems (e. ServiceNow)
- Exposure to AV / conferencing technologies
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Desirable:
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- Experience with legal applications (e. iManage, Intapp, BigHand)
- Understanding of ITIL frameworks
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Key Skills
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- Strong customer service and communication skills
- Excellent troubleshooting and problem-solving ability
- Able to manage multiple tasks in a fast-paced environment
- Proactive, adaptable, and solutions-focused
- 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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