At a Glance
- Tasks: Provide top-notch remote and on-site support for tech issues.
- Company: Join a dynamic legal services firm with a focus on innovation.
- Benefits: Enjoy a hybrid work schedule, competitive pay, and growth opportunities.
- Other info: Collaborate with a supportive team in a fast-paced environment.
- Why this job: Be the go-to tech hero for attorneys and staff, making a real difference.
- Qualifications: Customer service skills and some IT support experience preferred.
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 emphasizes 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, and 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.
Junior Service Delivery Analyst in London employer: Fried Frank
As a Junior Service Delivery Analyst, you will thrive in a dynamic and supportive work environment that prioritises high-quality customer service and technical excellence. Our hybrid work model allows for flexibility, with three days in the office fostering collaboration and two days remote to enhance work-life balance. We are committed to your professional growth, offering opportunities for mentorship and skill development while working alongside experienced IT professionals in a fast-paced, rewarding setting.
StudySmarter Expert Advice🤫
We think this is how you could land Junior Service Delivery Analyst in London
✨Get Chatty at Local Community Events
Dive into local meetups or community events related to customer support. These gatherings are a goldmine for making connections and learning more about what companies like Fried Frank value in entry-level hires. Just think of it as networking over snacks!
✨Show Off Your People Skills
Create a small digital portfolio showcasing your communication skills. You could include relevant scenarios or customer interactions—real or hypothetical. This isn't just for show; it gives hiring managers at places like Fried Frank a taste of how you handle customer queries.
✨Leverage Internship Platforms
Don't sleep on popular internship platforms that focus on entry-level roles in customer support. Websites like Handshake can link you directly to companies looking for fresh talent. The earlier you start exploring these options, the better your chances at landing something with Fried Frank!
✨Join Customer Support Forums
Participate in online forums and communities specifically for customer support professionals. Places like Help Scout’s community or even subreddits can give you insights into what skills are in demand. Plus, it’s a great way to network and discover hidden job opportunities at companies like Fried Frank.
We think you need these skills to ace Junior Service Delivery Analyst in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear and friendly communication is crucial. Make sure your CV highlights any previous experience where you've resolved customer queries or collaborated with a team. We love to see examples where you've turned a challenge into a positive experience!
Tailor Your Cover Letter with Enthusiasm:For an entry-level role like this one, your cover letter shouldn’t just be a summary of your CV. Instead, share why you're excited about customer support, and express your eagerness to help others. Let's see your personality shine through—tell us why you're a great fit for Fried Frank!
Highlight Relevant Experience:Even if you haven't worked in customer support before, include any relatable experiences—like part-time jobs, volunteer work, or internships. Show us how these have equipped you with the soft skills needed to thrive in this role, like problem-solving and patience.
Keep It Simple and Straightforward:Your CV should be easy to read—no fancy fonts or excessive jargon. Use bullet points to break down your responsibilities and achievements and stick to a clean layout. This helps us quickly see your qualifications and gives a professional vibe, even for an entry-level position!
How to prepare for a job interview at Fried Frank
✨Brush Up on Your Communication Skills
In customer support, communication is key. Practise explaining complex issues in straightforward language. You might even get role-play scenarios during the interview, so be ready to show off those skills!
✨Show Your Problem-Solving Prowess
Employers love seeing how you handle customer queries. Think of specific instances where you’ve resolved conflicts or helped someone out. Bring these scenarios to the table, as they can help demonstrate your problem-solving capabilities!
✨Familiarise Yourself with Common Tools
Get to grips with popular customer support tools like Zendesk or Freshdesk. Even if you haven’t used them before, being able to talk about them or their features can show you’re proactive about getting up to speed.
✨Express Your Willingness to Learn
As this is an entry-level position, they want to see your eagerness to grow. Highlight your adaptability and enthusiasm for customer support. Share any relevant experiences or coursework that show you’re committed to developing your skills!
