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About the Role

We are looking for a Service Desk Analyst to be a central point of contact for technical support services, owning the coordination of responses to incidents and requests along with customer-related engagement.

Responsibilities

• Maintain the Service Desk function for technology service requests, incidents, and queries.
• Capture and record details in the Service Management call logging system and prioritize 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, ensuring 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.
• Liaise with Service Desk Management regarding incidents requiring escalation.
• Proactively identify opportunities for automation to minimize repetitive tasks.
• Submit improvement ideas into a continual service improvement register.
• Carry out in-depth analysis of incidents and problems, implementing fixes or workarounds.
• Carry out project work as directed.

Requirements

• At least one-year continuous IT Service Desk experience.
• Demonstrable knowledge and experience with ITIL concepts and their application.
• Demonstrable knowledge and experience with enterprise service management toolset.
• Demonstrable knowledge and experience with remote support tools.
• Demonstrable knowledge and experience with Windows 11 and Office365.
• Demonstrable knowledge and experience with desktop hardware and printer troubleshooting and support.
• Demonstrable knowledge and experience with laptop builds and upgrades.
• Foundational knowledge and experience supporting IT networking concepts in an enterprise environment.
• Foundational knowledge and experience supporting backup and disaster recovery solutions and concepts.
• Foundational knowledge and experience supporting Active Directory and Azure Active Directory.
• Foundational knowledge and experience supporting Office365 Admin suite.
• Ability to collaborate across a wide range of channels and seniority levels.
• 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, working hours, and location.
• Able to work under pressure and meet specific deadlines.
• Willingness to gain more technical experience.

Skills

• ITIL concepts
• Enterprise service management toolset
• Remote support tools
• Windows 11
• Office365
• Desktop hardware troubleshooting
• Printer troubleshooting
• Laptop builds
• Laptop upgrades
• IT networking concepts
• Backup solutions
• Disaster recovery solutions
• Active Directory
• Azure Active Directory
• Office365 Admin suite
• Collaboration
• Written communication
• Oral communication
• Attention to detail
• Following procedures
• Flexibility
• Working under pressure
• Meeting deadlines

Location

• London

Work Type

• Office based
• Full-time

Experience Level

• At least one-year continuous IT Service Desk experience

Benefits

• Hybrid working
• 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 plus bank holidays
• Options to buy & sell holiday
• Private medical insurance
• Discounted gym memberships
• Discounted critical illness insurance
• Discounted dental insurance
• Eye care vouchers
• Cycle to work scheme
• Digital GP services
• Competitive pension scheme
• Discretionary bonus scheme
• High street discounts
• Season ticket loans
• Volunteering opportunities
• Electric vehicle salary sacrifice scheme

About the Company

• LCP is an award-winning actuarial and analytics consultancy providing market-leading capabilities and advice across pensions and financial services, energy and health.
• We use powerful analytics fused with human expertise to shape a more positive future.
• Certified B-Corp, multi-award winning, fun, collaborative, people first organisation.

Equal Opportunity

• 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.