Service Delivery Analyst

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: 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 Busi...