At a Glance
- Tasks: Deliver top-notch remote and on-site support for tech issues and enhance user experience.
- Company: Join a dynamic legal services firm focused on innovation and customer satisfaction.
- Benefits: Enjoy a hybrid work schedule, competitive pay, and opportunities for professional growth.
- Other info: Collaborate with a supportive team in a fast-paced, tech-driven environment.
- Why this job: Be the go-to tech hero, solving problems and making a real difference for users.
- Qualifications: Customer service skills and some IT support experience preferred; training provided.
The predicted salary is between 30000 - 40000 £ per year.
The Service Delivery Analyst (Level 1 and Level 2) is responsible for delivering both remote Service Desk support and on-site Deskside Support assistance. This position serves as a first point of contact for end users while also acting as a second-level escalation resource for more complex technical issues. The role emphasises high-quality customer service, technical competence, and efficient issue resolution across a broad range of end-user technologies. This position supports attorneys and business services staff by responding to incoming Service Desk calls, dispatching to deskside as needed, and providing hands-on support in the office. The analyst also partners with Applications and IS Operations teams on testing, troubleshooting, deployments, hardware support, and audio-visual setups. The role follows a hybrid work schedule consisting of three days working in the office and two days working remotely.
Position Relationships
- Reports directly to the IT Service Delivery Managers
- Works closely with:
- IT Service Delivery Deskside Support Analysts
- IT Service Delivery Senior Deskside Support Analysts
- Other IT Service Delivery Analysts
- IS Operations
- Third-level support teams (e.g. Applications and Infrastructure teams)
- Attorneys
- Other Business Services staff
Duties and Responsibilities
- Provide 1st level Service Desk support by responding to incoming calls, incidents, and requests.
- Serve as a 2nd level escalation point for issues and on-site intervention as needed.
- Dispatch to deskside to deliver in-person support for hardware, software, and user experience issues.
- Research, diagnose, resolve, and document incidents in a timely and customer-focused manner.
- Escalate unresolved or systemic issues to appropriate engineering or operations teams.
- Provide audio-visual and videoconferencing support, including WebEx, Zoom, and Microsoft Teams.
- Deliver remote and in-person end-user support to ensure productivity and satisfaction.
- Accurately document all incidents, requests, actions taken, and updates in the ServiceNow ticketing system within agreed SLAs.
- Create, review, update, and publish knowledge articles within the ServiceNow knowledgebase.
- Assist with testing, deployments, and troubleshooting in coordination with the third level teams as needed.
- Support printers, hardware, imaging validation, and AV or remote hardware setups.
- Stay current with technology updates, tools, and support best practices.
- Participate in team initiatives aimed at improving service quality, efficiency, and user experience.
- Provide guidance and knowledge-sharing support to other Service Delivery team members.
- Work weekends, holidays, and overtime when required to meet business needs.
Experience
- ITIL 4 / ITIL 5 Foundation certification (or working knowledge of ITIL practices) preferred, but not essential.
- Some prior experience preferred of IT support experience, preferably within a legal or professional services environment.
- Hands-on experience supporting:
- Windows 11 and iOS operating systems
- Firm-issued laptops and desktops
- Mobile devices
- Printers and peripheral devices
- Microsoft Office applications (including Office Suite, InTune, Azure, OneDrive, Copilot, Azure Virtual Desktop).
- Document management systems such as iManage and SharePoint experience preferred.
Skills and Abilities
- Strong customer service mindset with a professional and approachable demeanor.
- Excellent verbal and written communication skills.
- Strong problem analysis, troubleshooting, and resolution skills.
- Ability to manage multiple tasks in a high-volume, deadline-driven environment.
- Ability to work independently and collaboratively within a team.
- Strong organizational skills and attention to detail.
- Sound judgment and effective decision-making abilities.
- Adaptable, flexible, and proactive with a continuous improvement mindset.
- Integrity, accountability, and reliability in all aspects of the role.
- Ability to mentor team members of all levels.
- Ability to function effectively in a fast-paced, customer-service-oriented support environment.
- Willingness to transition fluidly between remote support and on-site deskside responsibilities.
Technological Skills
- Proficient in Windows 11 and iOS operating systems
- Microsoft Office Suite
- Microsoft Intune
- Azure and Azure Virtual Desktop
- OneDrive
- Microsoft Copilot
- VPN connectivity
- Adobe Acrobat and/or Kofax Power PDF
- Network printer technology
- Basic understanding of local and wide area networking concepts
Preferred Qualifications
- Familiarity with legal applications such as iManage, Intapp Time, and BigHand templates.
Service Delivery Analyst in London employer: Fried Frank Business Services
As a Service Delivery Analyst at our firm, you will thrive in a dynamic and supportive work environment that prioritises high-quality customer service and technical excellence. With a hybrid work schedule that promotes work-life balance, you will have ample opportunities for professional growth and development while collaborating closely with talented teams across IT and business services. Our commitment to employee well-being and continuous improvement makes us an exceptional employer for those seeking a meaningful career in the legal sector.
Contact Details:
Fried Frank Business Services Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Analyst in London
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Fried Frank Business Services values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Fried Frank Business Services might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Fried Frank Business Services!
✨Direct Apply to Fried Frank Business Services
Let's not forget to apply directly through the Fried Frank Business Services website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Service Delivery Analyst in London
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Fried Frank Business Services.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Fried Frank Business Services. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Fried Frank Business Services
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
