Job Description

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