Service Desk Analyst

4 weeks ago

London, Greater London, United Kingdom Lane Clark & Peacock LLP. Full time
Job Title: Service Desk Analyst

Lane Clark & Peacock LLP is seeking a highly skilled Service Desk Analyst to join our team. As a Service Desk Analyst, you will be the central point of contact for technical support services, owning the coordination of responses to incidents and requests along with customer-related engagement.

Key Responsibilities:
  • 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 prioritized accordingly.
  • Track, update, and manage calls through to resolution, escalating when necessary.
  • 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 minimize 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.
Requirements:
  • At least one year of 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 We Offer:
  • An attractive benefits package designed to promote your overall wellbeing.
  • Professional study support (where applicable).
  • Access to our internal Wellbeing, LGBTQ+, Multicultural and Women's networks.
  • Life assurance.
  • Income protection.
  • Enhanced maternity/paternity/adoption.
  • 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.
About Us:

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 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 organization to help build our future success.

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