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: 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: Enhance your technical skills while making a real impact on user support.
- Qualifications: Experience in IT support, strong troubleshooting skills, and customer-focused mindset.
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.
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.
IT Service Desk Analyst employer: Ryder Reid
Join a leading international professional services firm that values innovation and collaboration, offering a hybrid work model that promotes work-life balance. As an IT Service Desk Analyst, you'll thrive in a dynamic environment where your contributions are recognised, and you'll have ample opportunities for professional growth and development within a supportive team culture. Enjoy the unique advantage of working in London, a hub of technology and business, while being part of a high-performing IT team dedicated to delivering exceptional service.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Desk Analyst
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT field, especially those who work in professional services. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for the interview by brushing up on your troubleshooting skills. Be ready to discuss specific technical issues you've resolved in the past, as well as how you handle customer interactions. We want to see that you can shine under pressure!
✨Tip Number 3
Show off your tech knowledge! Familiarise yourself with the tools and technologies mentioned in the job description, like Windows 11 and Microsoft Office 365. Being able to speak confidently about these will definitely give you an edge.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace IT Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your previous roles in 1st and 2nd line support, and don’t forget to mention any specific technologies you’ve worked with, like Windows 11 or Microsoft Office 365.
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 examples of how you've provided excellent customer service and resolved technical issues in the past.
Show Off Your Troubleshooting Skills:In your application, give specific examples of how you've tackled complex IT problems. We love seeing candidates who can demonstrate their proactive approach and problem-solving abilities, so don’t hold back!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you’re serious about joining our team!
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 customer service abilities. Prepare examples of how you've handled difficult situations or resolved user issues in the past. Highlight your proactive approach and how you ensure a positive experience for end users.
✨Familiarise Yourself with Ticketing Systems
Get comfortable with ticketing systems like ServiceNow. If you have experience using one, be prepared to explain how you managed incidents and service requests. If not, do a bit of research on how these systems work and be ready to discuss their importance in IT support.
✨Prepare for Technical Scenarios
Expect to face some technical questions or scenarios during the interview. Practice troubleshooting common issues related to hardware and software, and think about how you would escalate more complex problems. This will demonstrate your problem-solving skills and readiness for the role.
