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

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.

Ryder Reid Legal is a recruitment specialist. For over thirty years we've been connecting legal talent with many of the leading law firms in London and internationally. Follow our LinkedIn page for the latest vacancies.