At a Glance
- Tasks: Provide 1st and 2nd line IT support in a dynamic, client-facing environment.
- Company: Join a leading international professional services firm with a high-performing IT team.
- Benefits: Enjoy a hybrid work model, competitive salary, and opportunities for skill development.
- Other info: Fast-paced environment with opportunities for continuous improvement and team success.
- Why this job: Develop your technical skills while making a real impact on user support.
- Qualifications: Experience in IT support and strong troubleshooting skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
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.
Hybrid IT Service Desk Analyst - 1st/2nd Line Support employer: Ryder Reid
Join a leading international professional services firm that values innovation and collaboration, offering a dynamic work culture where your contributions are recognised and rewarded. With a hybrid working model, you will enjoy the flexibility of remote work while being part of a high-performing IT team in London, providing exceptional support to a diverse user base. The company prioritises employee growth through continuous learning opportunities and fosters a supportive environment that encourages teamwork and professional development.
StudySmarter Expert Advice🤫
We think this is how you could land Hybrid IT Service Desk Analyst - 1st/2nd Line Support
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews! Research the company and practice common interview questions. We want you to feel confident and ready to showcase your skills, especially in troubleshooting and customer service.
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds as they make their decision.
✨Tip Number 4
Apply through our website! We love seeing applications come directly from candidates who are excited about joining our team. Plus, it makes it easier for us to keep track of your application.
We think you need these skills to ace Hybrid IT Service Desk Analyst - 1st/2nd Line Support
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences mentioned in the job description. Highlight your 1st and 2nd line support experience, especially if you've worked in professional services before. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for the Service Delivery Analyst role. Share specific examples of your troubleshooting skills and customer service experience that align with what we’re looking for.
Showcase Your Technical Skills:Don’t forget to mention your technical know-how! Whether it's Windows 11, Microsoft Office 365, or ticketing systems like ServiceNow, make sure these are front and centre in your application. We love seeing candidates who are tech-savvy and ready to tackle challenges.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Ryder Reid
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Windows 11, iOS, and Microsoft Office 365. Be ready to discuss how you've used these technologies in previous roles, especially in a service desk context. This will show that you're not just familiar with the tools but can also troubleshoot effectively.
✨Showcase Your Customer Service Skills
Since this role is client-facing, it's crucial to demonstrate your strong customer service skills. Prepare examples of how you've handled difficult situations or resolved user issues in the past. Highlight your proactive approach and ability to communicate clearly with users.
✨Familiarise Yourself with Ticketing Systems
If you've worked with ticketing systems like ServiceNow, be prepared to discuss your experience. If not, do some research on how these systems work and their importance in IT support. Showing that you understand the process will give you an edge.
✨Prepare for Technical Scenarios
Expect to face some technical questions or scenarios during the interview. Practice troubleshooting common issues related to hardware, software, and networking. Being able to think on your feet and demonstrate your problem-solving skills will impress the interviewers.
