IT Service Desk Analyst

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.

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 include:

• 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, Web Ex)
• Assisting with deployments, testing, and system improvements
• Maintaining accurate records in a ticketing system (e.g. Service Now)
• Contributing to knowledge sharing and documentation

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.

Previous experience in 1st and/or 2nd line IT support (ideally within professional services)

• Strong knowledge of:
  • Windows 11 and iOS
  • Microsoft Office 365 (including One Drive, Intune, Azure / AVD)
  • Hardware support (laptops, desktops, printers, mobile devices)
  • Basic networking concepts
• Experience with ticketing systems (e.g. Service Now)
• Exposure to AV / conferencing technologies

• Experience with legal applications (e.g. iManage, Intapp, Big Hand)
• Understanding of ITIL frameworks

• 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

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.

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.