IT Service Delivery Analyst

The Role

IT Service Delivery Analyst:
Initially support IT needs in London office, expand to other European offices. Acts as advocate for Heidrick users, ensuring efficient and productive work.

• Primary IT point of contact for local offices, gather user feedback and understand regional IT needs.
• Work with vendors to procure equipment; use Autopilot to image laptops.
• Document all interactions, updates, and resolutions accurately in ticketing system; maintain knowledge base.
• Diagnose and resolve hardware, software, operating system, network and application issues.
• Manage local and regional office IT support including moves and changes for smooth operations.
• Travel domestically and internationally as required.
• Support onboarding for mergers and acquisitions; ensure seamless integration.
• Handle escalations from Helpdesk and requests from other IT Service Delivery Analysts and internal staff.
• Act as liaison between end-users and engineering/infrastructure teams; prioritize user experience.
• Assist in deploying, configuring, and maintaining IT assets and applications, including software installations, upgrades, patches.
• Participate in IT projects (hardware rollouts, software deployments, office relocations); track progress and communicate updates.
• Ensure adherence to IT policies, procedures, and security standards.

• Associate’s or Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent experience.
• 3+ years of IT support experience, including at least 2 years in Level 2 support or similar.
• Strong troubleshooting skills across Windows and macOS.
• Experience with Active Directory, Office 365, cloud technologies, VPN, remote access tools.
• Ability to actively listen, clarify technical issues, and use data analysis to resolve challenges.
• Strong collaboration and communication skills; build working relationships across functions.
• Demonstrated ownership, initiative, and accountability delivering timely, high-quality support.
• Adaptability and willingness to learn new tools, technologies, support methods.
• Full‑time hybrid work model, 4 days in office.

• IT certifications such as CompTIA A+, Network+, or Microsoft Certified:
  Modern Desktop Administrator Associate.
• Proficiency working with AI technologies.
• Experience developing expertise in specialized areas:
  Windows & O365, Predictive Analytics, AI, Cloud, Security, macOS, or Deployment (SCCM/Intune).

Heidrick & Struggles is an equal opportunity employer committed to hiring qualified protected veterans and individuals with disabilities. All qualified applicants will be considered for employment without regard to race, color, religion, creed, age, sex, national origin, gender identity or expression, sexual orientation, disability, marital status, veteran or military status, or citizenship status. We are committed to providing reasonable accommodations or adjustments during the recruitment process.