Service Desk Analyst

Lane Clark & Peacock LLP.; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading consultancy firm in London seeks an IT Service Desk professional to provide technical support and enhance service quality. Responsibilities include managing service requests, ensuring customer satisfaction, and maintaining technology asset databases. Ideal candidates will have ITIL knowledge and communication skills, along with a commitment to ongoing development. Join a company that values diversity and offers a comprehensive benefits package.

Benefits

Professional study support

Access to wellbeing networks

Life assurance

Income protection

Private medical insurance

Volunteering opportunities

Discretionary bonus scheme

Qualifications

• At least one year continuous IT Service Desk experience.
• Demonstrable knowledge and experience with ITIL concepts.
• Experience with enterprise service management toolset.

Responsibilities

• Maintain the Service Desk function for technology service requests.
• Ensure details are recorded in the Service Management call logging system.
• Track and manage calls through to resolution.

Skills

ITIL concepts

Remote support tools

Windows 10-11

Microsoft Office 2016 and Office365

Desktop hardware and printer troubleshooting

Ability to collaborate

Excellent communication skills

Attention to detail

Job description

Overview

This role will be based five days per week in our London office on a rostered basis. Hours are 8:00am - 4:30pm and 10:00am - 6:30pm

LCP is a leading independent consultancy that uses powerful analytics fused with human expertise to shape a more positive future. We provide market-leading capabilities across pensions and financial services, energy, health, and analytics. Our technology and analytics capabilities are fundamental to what we do, helping us power the possibilities that provide solutions for tomorrow. We strive to help our clients leverage the latest technology and analytics across a range of industries to stay at the forefront of data-driven and digital solutions.

We are embarking on a new phase of transformation to strengthen our digital capability and to help drive continued growth. This is an exciting opportunity to be part of a respected organisation to help build our future success.

Who are we looking for and what will you be doing?

You will be a central point of contact for technical support services, owning the coordination of responses to incidents and requests along with customer related engagement. Your key responsibilities will be to:

• Maintain the Service Desk function which customers will access for all their technology service requests, incidents, and queries
• Ensure details are captured and recorded in the Service Management call logging system and prioritised accordingly
• Track, update and manage calls through to resolution, escalating when necessary (e.g. performing a functional escalation, linking to a problem record or change record)
• Monitor and manage call queues, ensuring incidents and requests are addressed within agreed service level targets
• Verify customer satisfaction before resolving incidents and requests
• Provide desk side and meeting room services, liaising with colleagues and customers to ensure effective communication, escalation, and knowledge sharing
• Maintain a technology asset database and Digital Services catalogue
• Execute scheduled system checks to ensure desktop software is up-to-date and at the required standard
• Liaise with Service Desk Management, ensuring they remain updated regarding incidents that require escalation or further attention
• Proactively identify opportunities for automation to minimise repetitive tasks and enhance productivity across the firm
• Submit improvement ideas into a continual service improvement register, implementing those that are approved either individually or as part of a team
• Carry out in-depth analysis of incidents and problems involving planning, testing and implementing fixes or workarounds
• Carry out project work either individually or as part of a team as directed

What skills and experience are we looking for?

At least one-year continuous IT Service Desk experience

• Demonstrable knowledge and experience with ITIL concepts and their application
• Enterprise service management toolset
• Remote support tools
• Windows 10-11, Microsoft Office 2016 and Office365
• Desktop hardware and printer troubleshooting and support
• Laptop builds and upgrades
• Foundational knowledge and experience supporting IT networking concepts in an enterprise environment
• Backup and disaster recovery solutions and concepts
• Active Directory and Azure Active Directory
• Office365 Admin suite
• Ability to collaborate across a wide range of channels (phone, email, social media etc.) and a variety of levels of seniority and IT expertise
• Excellent communication skills, both written and oral
• Excellent attention to detail
• Ability to follow documented procedures and checklists
• Willingness to be flexible regarding assigned tasks, and on occasion, with working hours and location of work
• Able to work under pressure and meet specific deadlines
• Willingness to gain more technical experience

What's in it for you?

Take a look at our Glassdoor and Career stories pages to see why our people love being here! As well as joining a multi-award winning, fun, collaborative, people first organisation where your personal and professional skills will be developed to make you the best you can be, we offer an attractive benefits package designed to promote your overall wellbeing so that you are able to perform to your full potential both in and out of work. Currently our core benefits package includes:

• Professional study support (where applicable)
• Access to our internal Wellbeing, LGBTQ+, Multicultural and Women’s networks

For your family:

• Life assurance
• Income protection
• Enhanced maternity/paternity/adoption
• Shared parental leave

For your health:

• 26 days annual leave (pro-rata for part-time working) plus bank holidays (most of which can be taken flexibly!) with options to buy & sell holiday
• Private medical insurance
• Discounted gym memberships, critical illness and dental insurance through our flexible benefits
• Cycle to work scheme
• Digital GP services

For your wealth:

• Discretionary bonus scheme

For others:

• Volunteering opportunities
• And much more!

We continuously strive to build an inclusive workplace where all forms of diversity are valued, including age, background, disability, gender, gender identity, gender expression, race, religion or sexual orientation.

LCP is committed to making our opportunities accessible to all and would welcome you getting in touch to let us know if an adjustment can be made to help with your application. This may be extra time for assessments, pre-interview site visits, interview structure or questions, or asking us about building accessibility. Whatever it may be, please get in touch via our dedicated email address - [e-mail] to discuss how we can support you with your application.