Senior Service Desk Specialist

2 days ago


Edinburgh, Edinburgh, United Kingdom Lane Clark & Peacock LLP. Full time

Job Overview:

Lane Clark & Peacock LLP is a leading consultancy that combines powerful analytics with human expertise to shape a positive future. We are seeking a Senior Service Desk Specialist to join our team in Edinburgh, where you will play a crucial role in ensuring exceptional user experience across all locations.

About the Role:

The Senior Service Desk Analyst is a front-line position at the intersection of traditional service desk operations and the future's promise of AI and automation. As LCP embarks on this transformative journey, the Specialist will be pivotal in blending technological innovation with a deeply human touch. This role offers personal and professional growth opportunities, making it an exciting challenge for visionaries who will evolve with us.

Responsibilities:

  • Serve as the primary point of contact for users, addressing issues that cannot be resolved through automation or self-service tools
  • Engage with users to understand their concerns, applying a personal touch to ensure user comfort and clarity
  • Liaise with multiple teams to facilitate resolutions, coordinating various resources and individuals as necessary
  • Proactively identify opportunities for automation to minimize repetitive tasks and enhance productivity
  • Implement AI-driven tools in troubleshooting, balancing the strengths of both automation and human expertise
  • Continuously analyze and provide feedback on AI workflows, ensuring they are tailored to handle real-world complexities
  • Document, prioritize, and track incidents and requests in the service desk system, emphasizing diagnostic steps and coordination efforts taken
  • Contribute to the creation and upkeep of knowledge articles, focusing on areas where automation enhancements or personal touches are highlighted

Requirements:

  • 2-3 years of experience in a senior service desk or technical support role, with a focus on problem-solving and coordination in an increasingly automated environment
  • Strong problem-solving skills with an emphasis on issues that transcend automation
  • Strong experience with Microsoft end-user computing technologies, including Windows 10/11, Office 365, printing, local area networking, Intune application packaging, Azure AD, and service desk ticketing systems

What We Offer:

  • An estimated salary of £45,000 - £55,000 per annum, depending on experience
  • Professional study support
  • Access to 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, with options to buy and sell holiday
  • Private medical insurance
  • Discounted gym memberships and other benefits


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