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 TIL concepts and their application
• Enterprise service management toolset
• Remote support tools
• Windows 10-11, Microsoft Office 2016 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

THIS ROLE WILL BE BASED FIVE DAYS PER WEEK IN OUR LONDON 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:

• 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 (eg performing a functional escalation, linking to a problem record or change record)
• 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