Job Title: Service Desk Analyst
Reports to: Service Desk Manager
Salary: £27,000 – £31,000 + bens
Work Arrangement: Hybrid (4 days in our London office, 1 day from home)
About London Business School:
At London Business School (LBS), we shape the future of global business through academic excellence and world-class service. With London as our vibrant backdrop, we attract a diverse array of students and faculty, creating unparalleled opportunities for networking and growth.
About the Technology Department:
Our Technology department ensures seamless digital operations across LBS. We specialise in IT Service Delivery, Software Development, Digital Solutions, Teaching and Learning Technology, Platform Integration, Data Management, Cyber Security, Project Delivery, Business Change, and Enterprise Architecture.
Role Purpose and Responsibilities:
As a Service Desk Analyst, you will be the first point of contact for the LBS community, providing essential support across multiple channels. Key responsibilities include:
- Handle Queries: Manage and resolve incoming queries via phone, email, ticket, and walk-up.
- Walk-Up Support: Assist with software/hardware issues.
- Ticket Management: Prioritise and escalate tickets as needed.
- Customer Interaction: Collect information, provide updates, and ensure issue resolution.
- Diagnosis and Troubleshooting: Resolve incidents and maintain clear records.
- Routine Tasks: Handle user account creation and maintenance.
- Knowledge Sharing: Create and update Knowledgebase articles.
- Personal Development: Engage in learning and training opportunities.
Key Accountabilities and KPIs:
- Service Quality: Deliver high-quality support to all stakeholders.
- Timely Response: Ensure prompt response and resolution of issues.
- Data Accuracy: Maintain data integrity.
- Relationship Development: Foster positive relationships within and outside the team.
- Process Improvement: Contribute to efficiency enhancements.
- Change Management: Support and champion change initiatives.
Knowledge, Qualifications, and Skills:
Essential:
- Excellent communication skills with the ability to simplify technical issues.
- Proficiency in relevant software for data extraction and analysis.
- Strong organisational skills and attention to detail.
- Analytical and problem-solving abilities.
- Experience in a customer-centric environment.
Desirable:
- ITIL v3/4 foundation certification.
- Certifications in Microsoft, Apple OS, CompTIA.
Ready to Make an Impact?
Join us at London Business School and take the next step in your career as a Service Desk Analyst!
Apply today. London Business School Jobs – Service Desk Analyst
