Digital Service Desk Specialist
1 month ago
Lane Clark & Peacock LLP is a leading independent consultancy that leverages powerful analytics and 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.
About the RoleThe Digital Service Desk Specialist is a front-line role, perfectly poised at the intersection of traditional service desk operations and the future's promise of AI and automation. As LCP's Service Desk embarks on this transformative journey, the Specialist will be pivotal in ensuring a blend of technological innovation with a deeply human touch.
This role offers the chosen candidates an opportunity for personal and professional growth. We're seeking visionaries who will evolve with us, taking ownership of their development and skills as the landscape of service support undergoes this exciting metamorphosis.
Key Responsibilities- Provide front-line support for users, addressing issues that cannot be resolved through automation or self-service tools.
- Implement AI-driven tools in troubleshooting, balancing the strengths of both automation and human expertise.
- Continuously analyse and provide feedback on AI workflows, ensuring they are tailored to handle real-world complexities.
- Document, prioritise, and track incidents and requests in the service desk system, emphasising the diagnostic steps and coordination efforts taken.
- Take personal responsibility to stay updated on technological advancements, understanding where human intervention remains essential.
- 2-3 years of experience in a senior service desk or technical support role, with a focus on problem-solving and coordination, within an increasingly automated environment.
- Strong experience with Microsoft end user computing technologies, including:
- Windows 10/11, Office 365, printing, local area networking.
- Intune application packaging and build deployments including OOBE.
- Azure AD (eg account provisioning/de-provisioning, permissions management).
- Service Desk ticketing systems, including workflow configurations and other modules (eg CMDB).
- Professional study support (where applicable).
- Access to our internal Wellbeing, LGBTQ+, Multicultural and Women's networks.
- Life assurance, income protection, enhanced maternity/paternity/adoption and shared parental leave.
- 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.
- Discretionary bonus scheme.
- Season ticket loans.
- Electric vehicle salary sacrifice scheme (qualifying period applies).
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 - accessibilityaware@lcp.uk.com to discuss how we can support you with your application. LCP currently holds a sponsorship licence to provide skilled worker visa's, and is able to support applications where the role applied for matches the requirements of skilled worker sponsorship as set out by the UK Government. If you will require a skilled worker visa sponsorship, we encourage you to check the sponsorship criteria for the role you wish to apply for before doing so.
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