London Office - IT Service Desk Analyst 1 - Office based position (M, F, D)

Location: London Office

Working Policy: 5 days a week in the office, moving to 4 days once probation has been passed.

The L.E.K. IT Department is seeking a Service Desk Analyst I to join the team. This position will report directly to the Regional Service Desk Team Lead. The Service Desk Analyst I will be providing excellent face to face customer service, can confidently follow instructions to deliver zero defect deployments, takes direction well, executes assigned project tasks on time, and is self‑motivated. This is a brilliant opportunity to be able to kick off your career in IT.

Responsibilities include, but are not limited to:

• Providing level 1 support to the L.E.K. global staff via multiple communication channels including but not limited to phone, video, chat, in person, and email.
• Troubleshooting hardware and software issues courteously and expeditiously.
• Keeping inventory accurate and assessing the requirement for IT equipment.
• Answering and appropriately handling customer support requests via phone, e‑mail, voice mail, and instant messaging.
• Managing regional staff motion procedures such as account creation, laptop imaging and configuration, desk setup, mobile configuration, equipment distribution and collection etc.
• Liaising with regional admin or smart hands to set up/reimage laptops in remote offices when required.
• Managing IT equipment upgrades for the region.
• Work with supplier warranty to repair broken laptop and mobile.
• Other IT related functions and projects as requested that are not limited to daily support.

Qualifications:

Technical Skills

• Understanding of PCs, tablets, mobile phones, peripherals, and various operating systems including but not limited to Windows, Apple iOS, and Android.
• An aptitude for acquiring technical skills and an eagerness to learn about all L.E.K. software and hardware.

Work style

• Excellent verbal and written communication skills.
• Excellent customer service, including empathic listening skills.
• Solid self‑starter with the ability to work in a team environment.
• Excellent follow‑up skills to see tasks through to resolution and communicate problem status to end users such as notification of completion, notification of delay, and rationale.
• Excellent organizational skills, prioritizing and managing multiple tasks.
• Solid ability to offer and accept feedback and constructive suggestions.
• Strong people skills and a knack for problem solving.

Professional experience and Education

• Experience in a customer focused role.
• Associate’s and/or Bachelor’s degree or certificate program.

Diversity and Inclusion at L.E.K.

We appreciate the value of a diverse and inclusive workforce and are committed to a culture that is inclusive and accepting of all people. Above all, we are committed to ensuring that all employees are treated with respect and dignity. L.E.K. Consulting is an Equal Opportunity Employer.