At a Glance
- Tasks: Be the go-to person for tech support and help solve customer issues.
- Company: Join an award-winning consultancy that values innovation and teamwork.
- Benefits: Enjoy hybrid working, professional development, and a fantastic benefits package.
- Other info: Diverse workplace with opportunities for growth and community involvement.
- Why this job: Make a real impact while developing your tech skills in a supportive environment.
- Qualifications: 1+ year of IT Service Desk experience and strong communication skills.
The predicted salary is between 36000 - 44000 £ per year.
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 to join our Digital Services 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.
- 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.
- 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.
What skills and experience are we looking for?
- 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.
What’s in it for you?
Take a look at our Glassdoor and 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 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, Cycle to work scheme, Digital GP services.
- For your wealth: Discretionary bonus scheme, Season ticket loans.
- For others: Volunteering opportunities.
- For the environment: Electric vehicle salary sacrifice scheme (qualifying period applies).
And much more! 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 agencies: 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.
Service Desk Analyst in London employer: Lane-Clark-
LCP is an exceptional employer, offering a vibrant and inclusive work culture in the heart of London. As a certified B-Corp and multi-award-winning consultancy, we prioritise employee wellbeing with a comprehensive benefits package, including professional development opportunities, flexible working arrangements, and a strong commitment to diversity. Join us to be part of a collaborative team that values your contributions and supports your growth in the dynamic field of pensions investment.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Lane-Clark-. 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- 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 Service Desk Analyst in London
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-:Your cover letter is your chance to shine! Tell us why you want to work at Lane-Clark- 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-!
How to prepare for a job interview at Lane-Clark-
✨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.
