IT Service Delivery Analyst

IT Service Delivery Analyst

This role will initially focus on supporting IT needs in the London office with plans to expand coverage to other offices in Europe. The IT Service Delivery Analyst is an advocate for Heidrick users, whose primary objective is to help all employees be more efficient and productive.

The analyst will serve in two key areas: first, as the primary escalation point, providing in‑person and remote technical support to users, troubleshooting complex issues, maintaining clear process documentation, and ensuring timely incident resolution to support business continuity. Second, the analyst will develop specialised expertise in specific domains and become a subject‑matter expert (SME) to improve operational efficiency and user experience.

• Windows & O365
• Predictive Analytics
• Artificial Intelligence (AI)
• Cloud
• Security
• MacOS

As an SME, the analyst will be the escalation point for specialised issues, create, maintain, and share clear process documentation, and propose improvements to optimise support efficiency. Approximately 35% of time will be dedicated to this area.

• Serve as the primary IT point of contact for local offices, gathering user feedback and understanding regional IT needs.
• Work with vendors across the region to procure required equipment.
• Use automation tools to image laptops.
• Document all interactions, updates, and resolutions in the ticketing system.
• Ensure all processes are thoroughly documented and regularly updated in the IT knowledge base.
• Diagnose and resolve hardware and software issues, including operating systems, network connectivity problems, and application errors.
• Manage local and regional office IT support, including moves and changes, to ensure smooth operations. Domestic and international travel may be required.
• Support onboarding activities related to mergers and acquisitions, ensuring seamless integration into existing systems.
• Handle escalations from helpdesk, requests from other analysts and internal IT staff.
• Act as a liaison between end‑users and engineering and infrastructure teams, prioritising user experience.
• Assist in deploying, configuring, and maintaining IT assets and applications, including software installations, upgrades, and patches.
• Participate in IT projects such as hardware rollouts, software deployments, and office relocations.
• Track project progress and communicate updates to key stakeholders in a timely manner.
• Ensure adherence to IT policies, procedures, and security standards.

• Associate’s or Bachelor’s degree in Computer Science, IT, or related field, or equivalent experience.
• 3+ years of IT support experience, with at least 2 years in a Level 2 or similar role.
• Strong technical skills in troubleshooting and supporting Windows and macOS operating systems.
• Experience with Active Directory, Office 365, cloud technologies, VPN, and remote access tools.
• Preferred IT certifications such as CompTIA A+, Network+, or Microsoft Certified:
  Modern Desktop Administrator Associate.
• Proficiency working with AI technologies is preferred.
• Full‑time hybrid role (4 days in office).

• Actively listens to understand user needs and clarifies technical issues.
• Uses creative problem‑solving and data analysis to resolve IT challenges.
• Understands organisational IT strategy to align support with business goals.

• Builds strong working relationships and collaborates effectively across functions.
• Adapts communication style for diverse audiences in written and verbal formats.
• Engages in internal networking to enhance IT support and service delivery.

• Takes ownership of tasks, ensuring timely completion.
• Clearly communicates technical solutions and feedback.
• Identifies potential issues and suggests proactive improvements.
• Responds to feedback and adjusts support methods as needed.
• Adapts to changing IT environments and user requirements.
• Learns new skills and tools to improve support efficiency.