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.

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 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.

Service Now) Contributing 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 Microsoft Office 365 (including One Drive, Intune, Azure / AVD) Hardware support (laptops, desktops, printers, mobile devices) Basic networking concepts

Experience with ticketing systems (e. Service Now) Exposure to AV / conferencing technologies Desirable:

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