IT Service Delivery Analyst

Heidrick & Struggles International; Greater London; Hybrid; GBP 57,000 - 69,000; Full time

Benefits offered by this job

Hybrid work

4 days in office

Job summary

Heidrick & Struggles International in London seeks an experienced IT Support Specialist for a full-time hybrid role. You will be the primary IT contact for local offices, addressing regional needs and collaborating with vendors to procure equipment.

The ideal candidate has 3+ years in IT support (2+ in Level 2), strong Windows/macOS troubleshooting, and hands-on experience with Active Directory, Office 365, cloud tech, VPN, and remote access.

Qualifications

• 3+ years of IT support experience, including ≥2 years in a Level 2 support role
• Strong troubleshooting across Windows and macOS
• Experience with Active Directory, Office 365, cloud technologies, VPN and remote access tools
• Excellent listening, issue clarification and data-driven problem solving
• Effective collaboration across functions and clear communication with diverse audiences
• Proven ownership, initiative and accountability in delivering timely, high‑quality support
• Willingness to learn new tools/technologies in a changing IT environment
• Hybrid work model: 4 days in office
• IT certifications such as CompTIA A+, Network+, or Modern Desktop Associate
• Experience building expertise in Windows & O365, AI, Cloud, Security or Deployment (SCCM/Intune)

Responsibilities

• Serve as the primary IT contact for local offices and capture regional IT needs
• Coordinate equipment procurement with regional vendors
• Use autopilot to image laptops
• Document interactions, updates and resolutions in the ticketing system
• Keep IT knowledge base thoroughly updated
• Diagnose and resolve hardware/software issues including OS, network and app errors
• Manage local and regional IT support, moves and changes
• Support onboarding for mergers and acquisitions and integration
• Handle escalations from Helpdesk and other IT staff
• Act as liaison between end-users and engineering/infrastructure teams
• Assist in deploying, configuring and maintaining IT assets and apps
• Participate in IT projects like hardware rollouts and office relocations
• Monitor progress and communicate updates to stakeholders
• Ensure adherence to IT policies, procedures and security standards

Skills

Windows

macOS

Active Directory

Office 365

Cloud technologies

VPN

Remote access

AI technologies

Troubleshooting

Communication

Education

Associate or Bachelor’s degree in CS/IT or related field

Job description

Salary: £63,000 - 63,000 per year

Requirements:

• Associates or Bachelors 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.
• 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).

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 our region to procure equipment as required.
• Use autopilot to image laptops.
• Document all interactions, updates, and resolution accurately in our ticketing system.
• Ensure all processes are thoroughly documented and regularly updated in our 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.
• 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 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.

Technologies:

• AI
• Active Directory
• Cloud
• Hardware
• Support
• macOS
• Network
• Office 365
• Security
• VPN
• Windows

More:

Heidrick & Struggles is a global executive leadership advisory firm providing executive search, leadership assessment and development, organization and team effectiveness, and culture shaping services. We work with clients across 29 countries and continue to expand our data-driven, tech-enabled tools and platforms across our executive search and consulting businesses. This role is based in London and initially focuses on supporting IT needs in the London office, with plans to expand coverage to other offices in Europe. The position reports to the Regional IT Service Delivery Manager, APAC & EMEA, and offers a hybrid work model with 4 days in the office.

last updated 36 week of 2026