Junior 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