At a Glance
- Tasks: Deliver top-notch IT support to a vibrant community at London Business School.
- Company: Join a global leader in business education with a dynamic culture.
- Benefits: Enjoy 27 days of annual leave, gym access, and professional development opportunities.
- Other info: Experience a hybrid work environment with a focus on work-life balance and inclusion.
- Why this job: Make a real difference by helping students and staff solve tech issues every day.
- Qualifications: Strong customer service skills and a knack for troubleshooting software and hardware.
The predicted salary is between 30000 - 40000 £ per year.
London Business School; a global and vibrant business community based in two of the world’s most dynamic cities, London and Dubai. It’s where extraordinary minds and diverse perspectives connect, to have a profound impact on the way the world does business and the way business impacts the world. We offer best in class hybrid learning to our students and participants, whilst creating a flexible, supportive and dynamic working environment for our people to excel in, whatever their location.
The Role
Deliver exceptional IT support at a world-leading business school. London Business School are looking for a customer-focused Service Desk Analyst to join our Technology team and provide high-quality first-line support to our School community. This is an exciting opportunity for someone who enjoys helping people, solving problems and working in a fast-paced service environment. You will provide support to the LBS community, including faculty, students, staff, visitors, executive participants and alumni. You will support incoming queries to the Service Desk via phone, email, ticket or walk-up, taking ownership of requests and incidents from first contact through to resolution or escalation where needed. You will play a key role in delivering a welcoming, responsive and high-quality support experience, while helping to maintain service standards and accurate ticket management.
Main Responsibilities
- Manage incoming queries received via phone, email, walk-up or ticket queues, logging Incidents and Service Requests on the ITSM toolset.
- Provide rota-based support at the Walk Up welcome desk, assisting customers with a wide range of software and hardware-related issues.
- Monitor support ticket queues, maintaining awareness of SLA response times and identifying high-priority issues for escalation.
- Liaise with customers to gather the information needed for effective triage and resolution.
- Diagnose and troubleshoot incidents and service requests, with awareness of SLA resolve times.
- Maintain accurate and concise incident records, avoiding unnecessary technical jargon.
- Carry out standard request tasks, such as user account creation and maintenance.
- Ensure effective communication and regular updates to customers throughout the lifecycle of the ticket.
- Manage and prioritise your individual ticket queue and workload.
- Support online and on-campus Technology / IT clinics for students.
- Follow ITIL best practice processes and contribute to service documentation.
- Create and update Knowledge Base articles and share good practice with colleagues.
Who we are looking for
- A strong commitment to delivering exceptional customer service.
- Good troubleshooting skills across software and hardware issues.
- Strong communication skills, with the ability to explain technical issues in clear, accessible language.
- Excellent organisational skills and attention to detail.
- Strong analytical and problem-solving ability.
- Experience working in a customer‑centric environment.
- Ability to follow established processes and work effectively within a structured support environment.
- Experience using systems or software to extract, analyse and report on data.
- Ability to build positive working relationships across the School.
- A resilient and proactive approach to change.
What you can expect from us
- Generous annual leave of 27 days PLUS extra between Christmas and New Year!
- Automatic enrolment to a fantastic workplace pension scheme.
- Free onsite gym and swimming pool!
- Amazing range of professional development to support your career path.
- Enhanced cycle to work scheme.
- Wellbeing offering to support your physical, mental and financial health.
At London Business School, we support Smart Working - a hybrid approach designed to help you achieve a healthy work-life balance while delivering the best outcomes for your role and the needs of our customers. All roles require a minimum of two days on campus each week to foster a vibrant, collaborative community. For this role specifically, you will be expected to be on campus 4 days per week. We operate with ‘core hours’ – 10:00-15:00 – to maximise opportunities for connection and collaboration across teams during the working day. Outside of these hours, you may still be required for meetings or collaboration based on your role and customer needs. Additionally, we offer Protected Time - a flexible, one-hour slot, within the working week dedicated to your learning and development, wellbeing, or focused, quiet work.
Our commitment to driving inclusion and belonging
We are a globally reaching institution, committed to creating tangible and sustainable change in driving inclusion & belonging within our School, education and society at large. We are dedicated to creating an environment where everyone in our community feels they belong and thrive. This is a key school priority, and we want everyone who joins LBS to feel respected, welcomed, and heard.
Service Desk Analyst employer: London Business School
London Business School is an exceptional employer that fosters a vibrant and inclusive work culture, offering generous benefits such as 27 days of annual leave, a fantastic pension scheme, and access to a free onsite gym. With a strong commitment to employee growth through professional development opportunities and a hybrid working model that promotes work-life balance, LBS provides a supportive environment where staff can thrive while making a meaningful impact in the world of business education.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at London Business School. 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 London Business School 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
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 London Business School:Your cover letter is your chance to shine! Tell us why you want to work at London Business School 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 London Business School!
How to prepare for a job interview at London Business School
✨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.
