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About the Role
Join London Business School's Technology team as a customer-focused Service Desk Analyst, providing high-quality first-line support to the School community, including faculty, students, staff, visitors, executive participants, and alumni. This role involves supporting incoming queries via phone, email, ticket, or walk-up, taking ownership from initial contact through to resolution or escalation, and ensuring a welcoming, responsive, and high-quality support experience.
Responsibilities
- Manage incoming queries via phone, email, walk-up, or ticket queues, logging Incidents and Service Requests.
- Provide rota-based support at the Walk Up welcome desk for software and hardware issues.
- Monitor support ticket queues, ensuring SLA response times and escalating high-priority issues.
- Liaise with customers to gather information for effective triage and resolution.
- Diagnose and troubleshoot incidents and service requests, adhering to SLA resolve times.
- Maintain accurate and concise incident records, avoiding technical jargon.
- Perform standard request tasks, such as user account creation and maintenance.
- Ensure effective communication and regular updates to customers.
- Manage and prioritize individual ticket queues and workloads.
- Support online and on-campus Technology/IT clinics for students.
- Follow ITIL best practice processes and contribute to service documentation.
- Create and update Knowledge Base articles and share best practices.
Requirements
- Strong commitment to delivering exceptional customer service.
- Good troubleshooting skills across software and hardware issues.
- Strong communication skills, with the ability to explain technical issues clearly.
- Excellent organizational skills and attention to detail.
- Strong analytical and problem-solving ability.
- Experience working in a customer-centric environment.
- Ability to follow established processes and work effectively in a structured support environment.
- Experience using systems or software to extract, analyze, and report on data.
- Ability to build positive working relationships across the School.
- Resilient and proactive approach to change.
Skills
- Customer Service
- Troubleshooting
- Communication
- Organization
- Attention to Detail
- Analytical Skills
- Problem-Solving
- ITSM Toolset
- ITIL Best Practice
- Knowledge Base Management
Location
- London
Work Type
- On-campus (5 days per week)
- Hybrid (minimum two days on campus required for all roles)
Salary/Compensations
- Competitive salary dependent upon experience
Benefits
- Generous annual leave of 27 days plus extra between Christmas and New Year
- Enrolment into the Group Pension Scheme
- Free onsite gym and swimming pool
- Professional development opportunities
- Enhanced cycle to work scheme
- Wellbeing offering
- Up to 5 days volunteering leave
- Smart Working approach
- Protected Time for learning, development, wellbeing, or focused work
About the Company
- London Business School is a global and vibrant business community based in London, Dubai, and Riyadh.
- We offer best-in-class hybrid learning and create a flexible, supportive, and dynamic working environment.
- Committed to creating tangible and sustainable change in driving inclusion & belonging within our School, education, and society.
Equal Opportunity
- We are dedicated to creating an environment where everyone in our community feels they belong and thrive.
- Candidates needing sponsorship should assess their eligibility for a Certificate of Sponsorship.