IT Service Delivery Analyst in London

Heidrick & Struggles is a premier provider of executive search, leadership assessment and development, organization and team effectiveness, and culture shaping services globally. In our more than 60 year history, we have conducted some of the most high-profile C-suite and board-level searches in the world. Today, we are working with our clients across 29 countries to help them accelerate their performance and respond with agility to new opportunities and challenges in every industry.

The Role: This role will initially focus on supporting IT needs in the London office, with plans to expand coverage to other offices in Europe. The IT Service Delivery Analyst is an advocate for Heidrick users, with the primary objective of helping colleagues work more efficiently and productively.

This role has two primary areas of focus:

• First, the analyst serves as a key escalation point, providing in-person and remote technical support, troubleshooting complex issues, maintaining clear process documentation, and ensuring timely incident resolution to support business continuity.
• Second, the analyst is expected to develop subject matter expertise in one or more strategic technology areas to improve operational efficiency and user experience. These areas may include Windows & O365, Predictive Analytics, Artificial Intelligence (AI), Cloud, Security, MacOS, and Deployment (SCCM/Intune).

As a subject matter expert, the analyst will act as an escalation point for specialized issues and will be responsible for creating, maintaining, and sharing clear process documentation, while proactively identifying opportunities to improve support effectiveness and efficiency. Approximately 35% of time is expected to be dedicated to this area. This role reports to the Regional IT Service Delivery Manager, APAC & EMEA.

Responsibilities:

• Serve as the primary IT point of contact for local offices, gathering user feedback and understanding their regional IT needs.
• Work with vendors across different offices in your region to procure equipment as required.
• Use autopilot to image laptops.
• Document all interactions, updates, and resolution accurately in our ticketing system.
• Ensuring all processes are thoroughly documented and regularly updated in the IT knowledge base.
• Diagnose and resolve hardware and software issues, including operating system, network connectivity problems, and application errors.
• Manage local and regional office IT support, including moves and changes, to ensure smooth operations. Domestic and international travel may be required.
• Support onboarding activities related to mergers and acquisitions, ensuring seamless integration into existing systems.
• Handle escalations from Helpdesk, requests from other IT Service Delivery Analysts and other internal IT staff.
• Act as a liaison between the end-users and the engineering and infrastructure teams, ensuring that the user experience remains a priority.
• Assist in deploying, configuring, and maintaining IT assets and applications, including performing software installations, upgrades, and patches.
• Participate in IT projects, such as hardware rollouts, software deployments, and office relocations.
• Keep track of project progress and communicate updates to key stakeholders in a timely manner.
• Ensure adherence to IT policies, procedures, and security standards.

Required Qualifications:

• Associate’s or Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• 3+ years of experience in IT support, including at least 2 years in a Level 2 support role or similar capacity.
• Strong technical troubleshooting skills across Windows and macOS operating systems.
• Experience with Active Directory, Office 365, cloud technologies, VPN, and remote access tools.
• Ability to actively listen, clarify technical issues, and use sound problem-solving and data analysis to resolve support challenges.
• Ability to build strong working relationships, collaborate effectively across functions, and adapt communication style for different audiences.
• Demonstrated ownership, initiative, and accountability in delivering timely, high-quality support.
• Adaptability and willingness to learn new tools, technologies, and support methods in a changing IT environment.
• Full-time availability in a hybrid work model of 4 days in office.

Preferred Qualifications:

• IT certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate.
• Proficiency working with AI technologies.
• Experience developing expertise in one or more specialized areas such as Windows & O365, Predictive Analytics, AI, Cloud, Security, MacOS, or Deployment (SCCM/Intune).

Heidrick & Struggles is an equal opportunity employer committed to hiring qualified protected veterans and individuals with disabilities. All qualified applicants will be considered for employment without regard to race, color, religion, creed, age, sex, national origin, gender identity or expression, sexual orientation, disability, marital status, veteran or military status, or citizenship status.

Heidrick & Struggles is committed to providing reasonable accommodations and/or adjustments during our recruitment process. If you are selected for an interview and require an accommodation and/or adjustment, please inform your Talent Acquisition professional.