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IT Support Analyst

2 months ago

City of London, United Kingdom London Business School Full time
Job Description

The Role

London Business School is seeking a highly motivated and customer-focused Service Desk Analyst to join its Technology team. As a key member of the Service Desk team, you will provide exceptional support to the LBS community, ensuring that all incoming queries are resolved efficiently and effectively.

Key Responsibilities

  • Manage incoming queries received via various channels, logging incidents and service requests on the ITSM toolset.
  • Provide rotational support to the welcome desk, assisting customers with software and hardware-related issues.
  • Monitor the main support ticket queue, adhering to SLA response times and escalating high-priority tickets as necessary.
  • Liaise with customers to collect required information during initial triage.
  • Provide information and resolutions to customers, maintaining ownership of and responsibility for their request tickets.
  • Support online campus Technology/IT clinics, providing assistance to students on campus or online.

Requirements

  • Experience working in a customer-centric environment, with a passion for delivering exceptional customer service.
  • A highly motivated and proactive mindset, with the ability to work well under pressure.
  • Excellent communication skills, with the ability to explain technical issues in layman's terms.
  • Excellent organizational skills and attention to detail.
  • Strong analytical and problem-solving skills.
  • Desirable but not essential: ITIL v3/4 foundation, Microsoft, Apple OS, CompTia certification.

What We Offer

  • Generous annual leave and flexible working arrangements.
  • Automatic enrolment to a fantastic workplace pension scheme.
  • Free onsite gym and swimming pool.
  • Amazing range of professional development opportunities.
  • Enhanced cycle to work scheme.
  • Wellbeing offering to support physical, mental, and financial health.

Our Commitment to Inclusion and Belonging

We are a globally reaching institution, committed to creating tangible and sustainable change in driving inclusion & belonging within our School, education, and society at large. We strive to create an environment where everyone feels respected, welcomed, and heard.