IT Service Delivery Analyst

Heidrick & Struggles (UK) Ltd; Greater London; Ibrido; GBP 40.000 - 60.000; Tempo pieno

Descrizione del lavoro

Heidrick & Struggles International, Inc. is seeking an IT Service Delivery Analyst to support the London office and expand to other European locations. You will act as the primary IT contact, ensuring efficient user experience and resolving technical issues across hardware, software, and networking.

The ideal candidate has at least 3 years of IT support experience and a degree in Computer Science or IT. This full-time role offers a hybrid schedule with 4 days in the office and emphasizes strong collaboration and troubleshooting abilities.

Competenze

• 3+ years of IT support experience, including 2 years in Level 2 support.
• Demonstrated initiative and accountability delivering timely support.
• Adaptability and willingness to learn new technologies.

Mansioni

• Act as primary IT contact for local offices, gathering user feedback.
• Diagnose and resolve hardware and software issues efficiently.
• Support onboarding during mergers and acquisitions.

Conoscenze

Troubleshooting across Windows and macOS

Experience with Active Directory

Cloud technologies and VPN

Strong collaboration and communication skills

Ability to actively listen and clarify technical issues

Formazione

Associate’s or Bachelor’s degree in Computer Science or IT

Strumenti

Office 365

Remote access tools

Descrizione del lavoro

The Role

IT Service Delivery Analyst: Initially support IT needs in London office, expand to other European offices. Acts as advocate for Heidrick users, ensuring efficient and productive work.

Responsibilities

• Primary IT point of contact for local offices, gather user feedback and understand regional IT needs.
• Work with vendors to procure equipment; use Autopilot to image laptops.
• Document all interactions, updates, and resolutions accurately in ticketing system; maintain knowledge base.
• Diagnose and resolve hardware, software, operating system, network and application issues.
• Manage local and regional office IT support including moves and changes for smooth operations.
• Travel domestically and internationally as required.
• Support onboarding for mergers and acquisitions; ensure seamless integration.
• Handle escalations from Helpdesk and requests from other IT Service Delivery Analysts and internal staff.
• Act as liaison between end-users and engineering/infrastructure teams; prioritize user experience.
• Assist in deploying, configuring, and maintaining IT assets and applications, including software installations, upgrades, patches.
• Participate in IT projects (hardware rollouts, software deployments, office relocations); track progress and communicate updates.
• Ensure adherence to IT policies, procedures, and security standards.

Required Qualifications

• Associate’s or Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent experience.
• 3+ years of IT support experience, including at least 2 years in Level 2 support or similar.
• Strong troubleshooting skills across Windows and macOS.
• Experience with Active Directory, Office 365, cloud technologies, VPN, remote access tools.
• Ability to actively listen, clarify technical issues, and use data analysis to resolve challenges.
• Strong collaboration and communication skills; build working relationships across functions.
• Demonstrated ownership, initiative, and accountability delivering timely, high-quality support.
• Adaptability and willingness to learn new tools, technologies, support methods.
• Full‑time hybrid work model, 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 specialized areas: Windows & O365, Predictive Analytics, AI, Cloud, Security, macOS, or Deployment (SCCM/Intune).

Equal Opportunity Employment

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. We are committed to providing reasonable accommodations or adjustments during the recruitment process.