IT Service Delivery Analyst

Heidrick & Struggles International; Greater London; Hybride; GBP 32 000 - 52 000; Plein temps

Résumé du poste

Heidrick & Struggles in London is seeking an IT Service Delivery Analyst to support local offices with focus on Windows & Office 365, AD, and security. The role combines frontline incident resolution with developing SME knowledge and documentation to improve user productivity.

You will collaborate with regional IT teams, handle hardware rollouts, imaging with Autopilot, and assist in mergers integration. Hybrid work: 4 days in office, some travel may be required.

Qualifications

• Associate or higher in CS/IT or equivalent experience.
• 3+ years IT support, with at least 2 years in a Level 2 role.
• Strong troubleshooting across Windows and macOS.
• Experience with AD, Office 365, VPN, and remote access tools.

Responsabilités

• Provide local and regional IT support for London office and beyond.
• Resolve hardware, software, OS, network issues and application errors.
• Document interactions and updates in ticketing system.
• Assist in IT projects like hardware rollouts and office moves.
• Coordinate with engineering and infrastructure teams; manage onboarding for mergers.

Connaissances

Windows

macOS

Active Directory

Office 365

VPN

Troubleshooting

Communication

Team collaboration

Formation

Bachelor's or Associate degree in CS/IT

Outils

SCCM/Intune

Remote access tools

Description du poste

## IT Service Delivery AnalystApplylocations: Londontime type: Full timeposted on: Posted 6 Days Agojob requisition id: R2617883**Heidrick & Struggles is the world’s foremost advisor on executive leadership, driving superior client performance through premier human capital leadership advisory services. For more than 70 years, we’ve delivered value for our clients by leveraging unrivaled expertise to help organizations discover and enable outstanding leaders and teams. Learn more at****www.heidrick.com****Job Description:****Who We Are:**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. We continue to raise the bar in serving our clients as trusted leadership advisors, and we are also providing an expanded range of data-driven, tech-enabled tools and platforms across our executive search and consulting businesses. Managing top talent isn’t just our business. It’s our passion, and we are committed to investing in and developing the careers of our own people.We look for people with experience from a variety of industries and diverse educational backgrounds who are passionate about partnering with innovative and influential organizations and share our commitment to our purpose – to help our clients change the world, one leadership team at a time.Additional information on the firm can be found at www.heidrick.com.**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.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.