At a Glance
- Tasks: Provide 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 and thrive in a fast-paced environment.
- Why this job: Be the go-to tech hero, solving problems and making a real difference for users.
- Qualifications: Experience in IT support and a passion for helping others is a must.
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.
Service Delivery Analyst employer: Fried Frank
As a Service Delivery Analyst at our firm, you will thrive in a dynamic and supportive work environment that prioritises employee growth and development. With a hybrid work model that balances remote flexibility and in-office collaboration, we foster a culture of teamwork and innovation, ensuring you have the resources and opportunities to excel in your role while providing exceptional service to our attorneys and business services staff.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Analyst
✨Tip Number 1
Get your tech skills sharp! Brush up on Windows 11, iOS, and Microsoft Office Suite. The more confident you are with these tools, the better you'll handle those tricky support calls.
✨Tip Number 2
Practice your customer service skills! Role-play with a friend or family member to simulate those Service Desk calls. Remember, a friendly and professional approach goes a long way in making users feel supported.
✨Tip Number 3
Network like a pro! Connect with current Service Delivery Analysts on LinkedIn or at industry events. They can share insights and might even give you a heads-up about job openings.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to connect directly with us.
We think you need these skills to ace Service Delivery Analyst
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience and skills that match the Service Delivery Analyst role. We want to see how your background aligns with the responsibilities listed in the job description.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how you can contribute to our team. Keep it concise but engaging, and don’t forget to mention your customer service mindset!
Showcase Your Technical Skills:Since this role involves a lot of tech support, make sure to highlight your proficiency with Windows 11, Microsoft Office Suite, and any other relevant tools. We love seeing candidates who are up-to-date with technology and eager to learn more!
Apply Through Our Website:We encourage you to apply directly through our website for a smoother application process. It helps us keep track of your application and ensures you’re considered for the role without any hiccups!
How to prepare for a job interview at Fried Frank
✨Know Your Tech
Brush up on your knowledge of Windows 11, iOS, and the Microsoft Office Suite. Be ready to discuss how you've used these technologies in past roles, especially in a support capacity. This will show that you’re not just familiar with the tools but can also troubleshoot issues effectively.
✨Customer Service is Key
Prepare examples that highlight your customer service skills. Think about times when you resolved a difficult issue or went above and beyond for a user. This role is all about providing top-notch support, so demonstrating your customer-first mindset will set you apart.
✨Practice Problem-Solving
Expect to face some technical scenarios during the interview. Practice explaining your thought process when troubleshooting issues. Being able to articulate how you approach problem-solving will showcase your analytical skills and ability to handle pressure.
✨Familiarise Yourself with ITIL
Even if you don’t have formal ITIL certification, having a basic understanding of ITIL practices can be beneficial. Brush up on key concepts and be prepared to discuss how they apply to service delivery and incident management. This shows you’re proactive and serious about the role.
