Lane Clark & Peacock
Service Desk Analyst
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Service Desk Analyst
Location: London (office based)
Hours: 37.5 hours per week with weekly rotating shifts:
- 8:00am - 4:30pm
- 09:00am - 5:30pm
- 10:00am - 6:30pm
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.
About the Role
We are looking for a Service Desk Analyst who will 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 all 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.
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Skills and Experience Required
- At least one-year continuous IT Service Desk experience.
- Demonstrable knowledge and experience with:
- ITIL concepts and their application.
- Enterprise service management toolset.
- Remote support tools.
- Windows 11 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.
Benefits
Take a look at our Career stories pages to see why our people love being here! As well as joining a certified B-Corp, multi-award-winning, fun, collaborative, people-first organization where your personal and professional skills will be developed to make you the best you can be, we offer an attractive benefits package designed to promote your overall wellbeing so that you are able to perform to your full potential both in and out of work.
Core Benefits Package
For you:
- Hybrid working (see top of the advert for details).
- Professional study support (where applicable).
- Access to our internal Wellbeing, LGBTQ+, Multicultural, and Women’s networks.
For your family:
- Life assurance.
- Income protection.
- Enhanced maternity/paternity/adoption and shared parental leave.
For your health:
- 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.
- Eye care vouchers.
- Cycle to work scheme.
- Digital GP services.
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For your wealth:
- Competitive pension scheme.
- Discretionary bonus scheme.
- High street discounts.
- Season ticket loans.
For others:
- Volunteering opportunities.
For the environment:
- Electric vehicle salary sacrifice scheme (qualifying period applies).
And much more!
Inclusion and Accessibility
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. This may be extra time for assessments, pre-interview site visits, interview structure or questions, or asking us about building accessibility. Whatever it may be, please get in touch via our dedicated email address - to discuss how we can support you with your application.
Recruitment Policy
LCP operates a Preferred Supplier List (PSL) for recruitment agencies which is reviewed annually. We do not accept unsolicited CVs from agencies who are not part of our current PSL. LCP only pay agency fees where we have a signed agreement in place, and the agency has been instructed by a member of our recruitment team to supply CVs via the Applicant Tracking System (ATS) for a legitimate, open vacancy. If this process is not adhered to, LCP reserve the right to contact these candidates directly and have discussions with them without paying any agency fees. We do not pay agency fees when speculative and unsolicited CVs are submitted to any employee or Partner at LCP.
Specialism: Digital Services
Location: London
Job ID: 319270
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