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 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?

• 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?

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).

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.