Senior Service Desk Analyst

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Senior Service Desk Analyst

Based: Edinburgh: Hybrid working (3 days a week in the office)

Lane Clark & Peacock (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.

What's the role?

The Senior Service Desk Analyst 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 Specialist 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.

Key Responsibilities

• 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
• Liaise with multiple teams to facilitate resolutions, coordinating various resources and individuals as necessary
• Proactively identify opportunities for automation to minimise repetitive tasks and enhance productivity across the firm
• Implement AI-driven tools in troubleshooting, balancing the strengths of both automation and human expertise
• Continuously analyse and provide feedback on AI workflows, ensuring they are tailored to handle real-world complexities
• 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
• 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 of experience in a senior service desk or technical support role, with a focus on problem-solving and coordination, within an increasingly automated environment
• Strong problem-solving skills with an emphasis on issues that transcend automation
• Strong experience with Microsoft end user computing technologies, including:
  • Windows 10/11, Office 365, printing, local area networking
  • Intune application packaging and build deployments including OOBE
  • Azure AD (eg account provisioning/de-provisioning, permissions management)
  • Service Desk ticketing systems, including workflow configurations and other modules (eg CMDB)

Nice to have

• Bachelor's degree in Information Technology, Computer Science, or a related field
• Industry certifications such as CompTIA (eg A+, Network+) and Microsoft (eg Azure, M365)
• Proficiency with Generative AI (eg ChatGPT) to solve problems, learn, boost productivity etc

What's in it for you?

Take a look at our Glassdoor 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:

• 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)

And much more!

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. This may be extra time for assessments, pre-interview site visits, interview structure or questions, or asking us about building accessibility. Whatever it may be, please get in touch via our dedicated email address - accessibilityaware@lcp.uk.com to discuss how we can support you with your application.

LCP currently holds a sponsorship licence to provide skilled worker visa's, and is able to support applications where the role applied for matches the requirements of skilled worker sponsorship as set out by the UK Government. If you will require a skilled worker visa sponsorship, we encourage you to check the sponsorship criteria for the role you wish to apply for before doing so.