At a Glance
- Tasks: Be the go-to support for users, blending tech solutions with a personal touch.
- Company: Join an award-winning consultancy that values innovation and collaboration.
- Benefits: Enjoy hybrid working, professional development, and a comprehensive benefits package.
- Other info: Embrace a culture of continuous learning and inclusivity.
- Why this job: Make a real impact in a role that combines technology and human connection.
- Qualifications: 2-3 years in service desk or technical support, with strong problem-solving skills.
The predicted salary is between 31500 - 38500 £ per year.
Location - Edinburgh with hybrid working available. 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.
This is a front-line role, perfectly poised at the intersection of traditional service desk operations and the future's promise of AI and automation. As LCP's Service Desk embarks on this transformative journey, the Senior Service Desk Analyst will be pivotal in ensuring a blend of technological innovation with a deeply human touch. Beyond just problem-solving, this role offers the chosen candidates an opportunity for personal and professional growth. We're not just seeking individuals to join us; we're seeking visionaries who will evolve with us, taking ownership of their development and skills as the landscape of service support undergoes this exciting metamorphosis. The aim remains consistent: to uphold LCP’s unwavering commitment to exceptional user experience across all locations.
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?
- 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 365 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).
- 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, M365).
- 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, 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).
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.
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.
Senior Service Desk Analyst 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 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-. 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 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-: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.
