Service Desk Analyst

Location: London - (office based (37.5 Hours per week with weekly rotating shifts being 8:00am - 4:30pm, 09:00am - 5:30pm and 10:00am - 6:30pm))

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.

We are looking for a Service Desk Analyst team based in London. We are home to talented, well-recognised industry experts and believe that our biggest strength is our people. We place technology at the heart of what we do, by building our own industry leading tools that combine digital and industry expertise with absolute focus on the needs of our clients. Under the leadership of our new CIO, we are embarking on a new phase of transformation to strengthen our digital capability and to help drive continued growth.

What will you be doing?

You 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. Your key responsibilities will be to:

• Maintain the Service Desk function which customers will access for all their technology service requests, incidents, and queries
• Ensure details are captured and recorded in the Service Management call logging system and prioritised accordingly
• Track, update and manage calls through to resolution, escalating when necessary (e.g. performing a functional escalation, linking to a problem record or change record)
• 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 minimise 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