Heidrick & Struggles (Nasdaq: HSII) is a premier provider of global leadership advisory and on-demand talent solutions, serving the senior-level talent and consulting needs of the world's top organizations. In our role as trusted leadership advisors, we partner with our clients to develop future-ready leaders and organizations, bringing together our services and offerings in executive search, diversity and inclusion, leadership assessment and development, organization and team acceleration, culture shaping and on-demand, independent talent solutions. Heidrick & Struggles pioneered the profession of executive search more than 70 years ago. Today, the firm provides integrated talent and human capital solutions to help our clients change the world, one leadership team at a time.® Additional information on the firm can be found at www.heidrick.com. Job Description: Who We Are: Heidrick & Struggles (Nasdaq: HSII) is a premier provider of global leadership advisory and on-demand talent solutions, serving the senior-level talent and consulting needs of the world's top organizations. In our role as trusted leadership advisors, we partner with our clients to develop future-ready leaders and organizations, bringing together our services and offerings in executive search, diversity and inclusion, leadership assessment and development, organization and team acceleration, culture shaping and on-demand, independent talent solutions. Heidrick & Struggles pioneered the profession of executive search more than 70 years ago. Today, the firm provides integrated talent and human capital solutions to help our clients change the world, one leadership team at a time.® Additional information on the firm can be found at www.heidrick.com. The Role: Reporting to the NALA Regional IT Service Delivery Manager, the IT Service Delivery Analyst is an advocate for Heidrick users, whose primary objective is helping all Heidrick users be more efficient and productive. This is achieved by focusing on two key areas of responsibilities: The first is to be the primary escalation point, providing both in-person and remote technical support to Heidrick-users. The second is to develop specialized expertise based on the needs of the company. As a SME, the IT Service Delivery Analyst will serve as the escalation point for specialized issues, and will be primarily responsible for creating, maintaining, and sharing clear process documentation. The analyst will also need to be curious and propose improvements to optimize support efficiency and effectiveness. Responsibilities: Serve as the primary IT point of contact for local offices, gathering user feedback and understanding their regional IT needs. Document all interactions, updates, and resolution accurately in our ticketing system. Ensuring all processes are thoroughly documented and regularly updated in the IT knowledge base. Diagnose and resolve hardware and software issues, including operating system, network connectivity problems, and application errors. Manage local and regional office IT support, including moves and changes, to ensure smooth operations. Domestic and international travel may be required. Support onboarding activities related to mergers and acquisitions, ensuring seamless integration into existing systems. Handle escalations from Helpdesk and requests from other IT Service Delivery Analysts and other internal IT staff. Act as a liaison between the end-users and the engineering and infrastructure teams, ensuring that the user experience remains a priority. Assist in deploying, configuring, and maintaining IT assets and applications, including performing software installations, upgrades, and patches. Participate in IT projects, such as hardware rollouts, software deployments, and office relocations. Keep track of project progress and communicate updates to key stakeholders in a timely manner. Ensure adherence to IT policies, procedures, and security standards. Required Qualifications: Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience. 3+ years of experience in IT support, with at least 2 years in a Level 2 or similar role. Strong technical skills in troubleshooting and supporting Windows and macOS operating systems. Experience with Active Directory, Microsoft 365, Cloud technologies, VPN, and remote access tools. Actively listens to understand user needs and clarifies technical issues. Uses creative problem-solving and data analysis to resolve IT challenges. Understands organizational IT strategy to align support with business goals. Builds strong working relationships and collaborates effectively across functions. Adapts communication style for diverse audiences in both written and verbal formats. Clearly communicates technical solutions and feedback. Identifies potential issues and suggests proactive improvements. Responds to feedback and adjusts support methods as needed. Adapts to changing IT environments and user requirements. Fluent in Spanish, English and Portuguese Able to work in the Sao Paulo office 2-3 days a week and flexibility to travel to other office in the region. First six weeks required to be onsite every day. Preferred Qualifications: IT certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate are preferred. Engages in internal networking to enhance IT support and service delivery. Takes ownership of tasks, ensuring timely completion. Learns new skills and tools to improve support efficiency. 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. Heidrick & Struggles is committed to providing reasonable accommodations and/or adjustments during our recruitment process. If you are selected for an interview and require an accommodation and/or adjustment, please inform your Talent Acquisition professional.