IT Service Desk Analyst

Job Description

Find out more about this role by reading the information below, then apply to be considered.

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:

 

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• Acting as the first point of contact for IT issues, managing calls, incidents, and service requests

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Providing deskside support for hardware, software, and user-related issues

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Troubleshooting and resolving technical incidents across a range of technologies

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Escalating more complex issues to specialist teams where required

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Supporting audio-visual and video conferencing setups (Teams, Zoom, WebEx)

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Assisting with deployments, testing, and system improvements

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Maintaining accurate records in a ticketing system (e. ServiceNow)

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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:

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

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Strong knowledge of:
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• Windows 11 and iOS

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Microsoft Office 365 (including OneDrive, Intune, Azure / AVD)

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Hardware support (laptops, desktops, printers, mobile devices)

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Basic networking concepts

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Experience with ticketing systems (e. ServiceNow)

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Exposure to AV / conferencing technologies

Desirable:

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• Experience with legal applications (e. iManage, Intapp, BigHand)

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Understanding of ITIL frameworks

Key Skills

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• Strong customer service and communication skills

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Excellent troubleshooting and problem-solving ability

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Able to manage multiple tasks in a fast-paced environment

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Proactive, adaptable, and solutions-focused

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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. xwzovoh 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.