Service Desk Analyst
Location - Winchester (onsite)
This role will be based five days per week in our Winchester office on a rostered basis. Hours are 8:00am - 4:30pm and 10:00am - 6:30pm
LCP is a leading independent consultancy that uses powerful analytics fused with human expertise to shape a more positive future. We provide market-leading capabilities across pensions and financial services, energy, health, and analytics. Our technology and analytics capabilities are fundamental to what we do, helping us power the possibilities that provide solutions for tomorrow. We strive to help our clients leverage the latest technology and analytics across a range of industries to stay at the forefront of data-driven and digital solutions.
We are embarking on a new phase of transformation to strengthen our digital capability and to help drive continued growth. This is an exciting opportunity to be part of a respected organisation to help build our future success.
Who are we looking for and 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:
1. Maintain the Service Desk function which customers will access for all their technology service requests, incidents, and queries
2. Ensure details are captured and recorded in the Service Management call logging system and prioritised accordingly
3. Track, update and manage calls through to resolution, escalating when necessary (e.g. performing a functional escalation, linking to a problem record or change record)
4. Monitor and manage call queues, ensuring incidents and requests are addressed within agreed service level targets
5. Verify customer satisfaction before resolving incidents and requests
6. Provide desk side and meeting room services, liaising with colleagues and customers to ensure effective communication, escalation, and knowledge sharing
7. Maintain a technology asset database and Digital Services catalogue
8. Execute scheduled system checks to ensure desktop software is up-to-date and at the required standard
9. Liaise with Service Desk Management, ensuring they remain updated regarding incidents that require escalation or further attention
10. Proactively identify opportunities for automation to minimise repetitive tasks and enhance productivity across the firm
11. Submit improvement ideas into a continual service improvement register, implementing those that are approved either individually or as part of a team
12. Carry out in-depth analysis of incidents and problems involving planning, testing and implementing fixes or workarounds
13. 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
14. Demonstrable knowledge and experience with:
- ITIL concepts and their application TIL concepts and their application
- Enterprise service management toolset
- Remote support tools
- Windows 10-11, Microsoft Office and Office
- Desktop hardware and printer troubleshooting and support
- Laptop builds and upgrades
15. 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
- Office Admin suite
16. Ability to collaborate across a wide range of channels (phone, email, social media etc.) and a variety of levels of seniority and IT expertise
17. Excellent communication skills, both written and oral
18. Excellent attention to detail
19. Ability to follow documented procedures and checklists
20. Willingness to be flexible regarding assigned tasks, and on occasion, with working hours and location of work
21. Able to work under pressure and meet specific deadlines
22. Willingness to gain more technical experience
What's in it for you?
Take a look at our and Career stories pages to see why our people love being here! As well as joining a 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:
23. Professional study support (where applicable)
24. Access to our internal Wellbeing, LGBTQ+, Multicultural and Women’s networks
For your family:
25. Life assurance
26. Income protection
27. Enhanced maternity/paternity/adoption
28. Shared parental leave
For your health:
29. 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
30. Private medical insurance
31. Discounted gym memberships, critical illness and dental insurance through our flexible benefits
32. Eye care vouchers
33. Cycle to work scheme
34. Digital GP services
For your wealth:
35. Competitive pension scheme
36. Discretionary bonus scheme
37. High street discounts
For others:
38. Volunteering opportunities