IT Service Desk Analyst

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, WebEx)
• Assisting with deployments, testing, and system improvements
• Maintaining accurate records in a ticketing system (e.g. ServiceNow)
• 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. 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 OneDrive, Intune, Azure / AVD)

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

• Basic networking concepts Experience with ticketing systems (e.g. ServiceNow) Exposure to AV / conferencing technologies Desirable:

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

• 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.