London Lead Service Desk Analyst

Partners Group; London; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading service management company in London is seeking a skilled Lead Service Desk Analyst to oversee the daily operations of the Service Desk. You will ensure the achievement of service level agreements and high user satisfaction by coordinating processes and leading a team focused on service excellence and continuous improvement.

Qualifications

• Experience in managing service desk operations.
• Strong problem-solving skills and ability to drive continuous improvement.
• Ability to coordinate staff and resources effectively.

Responsibilities

• Lead the Service Desk operations and ensure smooth delivery.
• Drive consistent service quality and efficient ticket resolution.
• Create a culture of continuous improvement.

Job description

Overview

The Lead Service Desk Analyst is responsible for the smooth running of the Service Desk under the strategic direction of the End User Support Manager. This role drives consistent service quality, efficient resolution of tickets and a culture of continuous improvement, working closely with the problem and change managers. The role ensures effective day-to-day service delivery by coordinating staff, resources, and processes to meet service level agreements (SLAs) and user satisfaction targets.

Equal Opportunity and Accessibility

At Foster + Partners, we are committed to fostering an inclusive and respectful workplace. We welcome applications from talented individuals of all walks of life, irrespective of age, gender identity or expression, disability, ethnic background, faith, sexual orientation, or any other protected characteristic.

Foster + Partners aims to have an inclusive environment for all staff by identifying and removing barriers across our practices. Completing this monitoring form will help us achieve this, and also help Foster + Partners meet our obligations under the Equality Act 2010. While it is voluntary to disclose this information, doing so will enable us to better understand the composition of our workforce and examine our practices fully. Your answers will be treated in the strictest confidence, and all data disclosed will comply with the Data Protection Act 2018. View Foster + Partners confidentiality policy.

Everyone is valued, and we are dedicated to ensuring that everyone has an equal opportunity to succeed in the interview process. If you have a disability or any other condition that requires reasonable adjustments, we are happy to provide accommodations to support your participation.

If you have any questions about our application process, or need support submitting your application, please contact us at [e-mail]. If you require any adjustments for your interview, please let us know as early as possible.

Responsibilities

• Lead the Service Desk operations under the End User Support Manager’s direction, ensuring smooth day-to-day delivery.
• Drive consistent service quality and efficient resolution of tickets.
• Create a culture of continuous improvement and work closely with problem and change managers.
• Coordinate staff, resources, and processes to meet SLAs and user satisfaction targets.

Application Form and Data Handling (extract)

Please select, age range, ethnicity, sex, disability, and other optional fields are provided here as part of the application form. For privacy and policy details see the organisation’s confidentiality and data protection statements.

If you require any adjustments for your interview, please let us know as early as possible.

Contact and Submission

If you have any questions about our application process, or need support submitting your application, please contact [e-mail].