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Ryder Reid Legal Limited
IT Service Desk AnalystRyder Reid Legal Limited • London, England
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IT Service Desk Analyst

IT Service Desk Analyst

Ryder Reid Legal Limited • London, England
6 days ago
Job type
  • Full-time
Job description
Service Delivery Analyst (1st & 2nd Line Support) London | Hybrid (3 days office / 2 days remote) 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: o Windows 11 and iOS o Microsoft Office 365 (including OneDrive, Intune, Azure / AVD) o Hardware support (laptops, desktops, printers, mobile devices) o 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 youre looking for a role where you can develop your technical skills while working closely with end users in a professional environment, wed love to hear from you. J-18808-Ljbffr
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IT Service Desk Analyst • London, England

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