Service Delivery Analyst

The Service Delivery Analyst (Level 1 and Level 2) is responsible for delivering both remote Service Desk support and on-site Deskside Support assistance. This position serves as a first point of contact for end users while also acting as a second-level escalation resource for more complex technical issues. The role emphasises high-quality customer service, technical competence, and efficient issue resolution across a broad range of end-user technologies.

This position supports attorneys and business services staff by responding to incoming Service Desk calls, dispatching to deskside as needed, and providing hands-on support in the office. The analyst also partners with Applications and IS Operations teams on testing, troubleshooting, deployments, hardware support, and audio-visual setups.

The role follows a hybrid work schedule consisting of three days working in the office and two days working remotely.

Position Relationships
•    Reports directly to the IT Service Delivery Managers
•    Works closely with: 
o    IT Service Delivery Deskside Support Analysts
o    IT Service Delivery Senior Deskside Support Analysts
o    Other IT Service Delivery Analyst 
o    IS Operations, 
o    Third-level support teams (e.g. Applications and Infrastructure teams)
o    Attorneys
o    and other Business Services staff

Duties and Responsibilities
•    Provide 1st level Service Desk support by responding to incoming calls, incidents, and requests.
•    Serve as a 2nd level escalation point for issues and on-site intervention as needed.
•    Dispatch to deskside to deliver in-person support for hardware, software, and user experience issues.
•    Research, diagnose, resolve, and document incidents in a timely and customer-focused manner.
•    Escalate unresolved or systemic issues to appropriate engineering or operations teams.
•    Provide audio-visual and videoconferencing support, including WebEx, Zoom, and Microsoft Teams.
•    Deliver remote and in-person end-user support to ensure productivity and satisfaction.
•    Accurately document all incidents, requests, actions taken, and updates in the ServiceNow ticketing system within agreed SLAs.
•    Create, review, update, and publish knowledge articles within the ServiceNow knowledgebase.
•    Assist with testing, deployments, and troubleshooting in coordination with the third level teams as needed.
•    Support printers, hardware, imaging validation, and AV or remote hardware setups.
•    Stay current with technology updates, tools, and support best practices.
•    Participate in team initiatives aimed at improving service quality, efficiency, and user experience.
•    Provide guidance and knowledge-sharing support to other Service Delivery team members.
•    Work weekends, holidays, and overtime when required to meet business needs.

Experience
•     ITIL 4 / ITIL 5 Foundation certification (or working knowledge of ITIL practices) preferred, but not essential.
•    Some prior experience preferred of IT support experience, preferably within a legal or professional services environment.

•    Hands-on experience supporting:
o    Windows 11 and iOS operating systems
o    Firm-issued laptops and desktops
o    Mobile devices
o    Printers and peripheral devices
o    Microsoft Office applications (including Office Suite, InTune, Azure, OneDrive, Copilot, Azure Virtual Desktop).
o    Document management systems such as iManage and SharePoint experience preferred

Skills and Abilities
•    Strong customer service mindset with a professional and approachable demeanor.
•    Excellent verbal and written communication skills.
•    Strong problem analysis, troubleshooting, and resolution skills.
•    Ability to manage multiple tasks in a high-volume, deadline-driven environment.
•    Ability to work independently and collaboratively within a team.
•    Strong organizational skills and attention to detail.
•    Sound judgment and effective decision-making abilities.
•    Adaptable, flexible, and proactive with a continuous improvement mindset.
•    Integrity, accountability, and reliability in all aspects of the role.
•    Ability to mentor team members of all levels.
•    Ability to function effectively in a fast-paced, customer-service-oriented support environment.
•    Willingness to transition fluidly between remote support and on-site deskside responsibilities.

Technological Skills
Proficient
•    Windows 11 and iOS operating systems
•    Microsoft Office Suite
•    Microsoft Intune
•    Azure and Azure Virtual Desktop
•    OneDrive
•    Microsoft Copilot
•    VPN connectivity
•    Adobe Acrobat and/or Kofax Power PDF
•    Network printer technology
•    Basic understanding of local and wide area networking concepts

Preferred Qualifications
•    Familiarity with legal applications such as iManage, Intapp Time, and BigHand templates