At a Glance
- Tasks: Provide front-line support, resolve complex issues, and coach Service Desk colleagues.
- Company: Join a certified B-Corp, multi-award winning, people-first organisation.
- Benefits: Enjoy hybrid working, professional study support, and a comprehensive wellbeing package.
- Other info: Access to diverse networks and volunteering opportunities for personal growth.
- Why this job: Make a real impact by enhancing user experience and driving continuous improvement.
- Qualifications: 2-3 years in service desk roles, strong problem-solving skills, and tech proficiency.
The predicted salary is between 38250 - 46750 £ per year.
What will you be doing?
- Serve as the front-line support for users, addressing issues that cannot be resolved through automation or self-service tools.
- Engage with users to understand the intricacies of their concerns, applying a personal touch to ensure user comfort and clarity.
- Support the Service Desk with escalations, providing guidance, technical expertise, and coaching to help resolve complex or repeat issues effectively.
- Provide day-to-day coaching to Service Desk colleagues, supporting consistent ticket handling, clear escalation notes, and high-quality resolution updates.
- Work within a cross-functional problem management team that looks to identify root causes of ongoing issues.
- Recognise trends and recurring patterns across incidents, requests, and escalations, using insight to highlight root causes and reduce repeat demand.
- Proactively identify opportunities for automation to minimise repetitive tasks and enhance productivity across the firm.
- Identify and champion continual improvement opportunities, improving ways of working, service processes, documentation, and handoffs between teams.
- Document, prioritise, and track incidents and requests in the service desk system, emphasising the diagnostic steps and coordination efforts taken.
- Contribute to the creation and upkeep of knowledge articles, especially focusing on areas where automation enhancements or personal touches are highlighted.
- Use insight from escalations to improve knowledge articles, self-service content, and Service Desk guidance.
- Take personal responsibility to stay updated on technological advancements, understanding where human intervention remains essential.
What skills and experience are we looking for?
- Essential: 2–3 years’ experience in a senior service desk or technical support role, with a focus on problem-solving, incident coordination and supporting users in an increasingly automated environment.
- Strong problem-solving skills, particularly in resolving complex issues that cannot be addressed through standard automation or self-service processes.
- Strong experience with Microsoft end user computing technologies, including: Windows operating systems, Microsoft applications, printing and local-area networking.
- Microsoft Intune, including application packaging, device build and deployment processes, and Windows Autopilot / out-of-box experience (OOBE).
- Microsoft Entra ID (formerly Azure Active Directory), including account provisioning and de-provisioning, access and permissions management.
- Service desk ticketing systems, including workflow configuration and supporting modules such as a configuration management database (CMDB).
- Desired: Bachelor's degree in Information Technology, Computer Science, or a related field.
- Industry certifications such as CompTIA (e.g. A+, Network+) and Microsoft (e.g. Azure, M).
- Proficiency with Generative AI (e.g. ChatGPT) to solve problems, learn, boost productivity etc.
To be successful in this role, you will demonstrate:
- Human-Centric Technical Proficiency: Displays an understanding of IT principles, emphasising solutions that pair automation with a personal touch.
- Communication Excellence: Conveys complex solutions in a user-friendly manner, ensuring clear understanding and emphasising the human aspect of support.
- Empathy and Patience: Demonstrates understanding and patience, especially when dealing with users who may have issues that transcend automated solutions.
- Cross-Functional Coordination: Efficiently coordinates across departments, recognizing when multiple teams are needed for holistic solutions.
- Adaptability: Flexibly switches between automated tools and traditional methods, understanding when each approach is most appropriate.
- Continuous Learning: Stays updated on technological advances and understands where the human touch remains irreplaceable in a growingly automated landscape.
What’s in it for you?
As well as joining a certified B-Corp, multi-award winning, fun, collaborative, people first organisation 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. Currently our core benefits package includes:
- For you: Hybrid working, 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.
- 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).
Senior Service Desk Analyst employer: Lane Clark & Peacock
Lane Clark & Peacock is an excellent employer, offering a dynamic work culture that prioritises employee growth and development. With a focus on collaboration and support, the role of Pensions Administrator provides not only meaningful work in pension administration but also opportunities for career progression and ongoing training, all within a hybrid working model that promotes work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Service Desk Analyst
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Lane Clark & Peacock. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Lane Clark & Peacock before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Service Desk Analyst
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Lane Clark & Peacock:Your cover letter is your chance to shine! Tell us why you want to work at Lane Clark & Peacock specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Lane Clark & Peacock!
How to prepare for a job interview at Lane Clark & Peacock
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
