Senior Service Desk Analyst

Senior Service Desk Analyst Location - Edinburgh with hybrid working available

LCP is an award-winning actuarial and analytics consultancy providing market-leading capabilities and advice across pensions and financial services, energy and health. We use powerful analytics fused with human expertise to shape a more positive future.

We're recruiting for a Senior Service Desk Analyst. This 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 Senior Service Desk analyst 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.

• 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
• Support the Service Desk with escalations, providing guidance, technical expertise, and coaching to help resolve complex or repeat issues effectively
• Provide day-to-day coaching to Service Desk colleagues, supporting consistent ticket handling, clear escalation notes, and high-quality resolution updates
• Work within a cross functional problem management team that looks to identify root causes of ongoing issues
• Recognise trends and recurring patterns across incidents, requests, and escalations, using insight to highlight root causes and reduce repeat demand
• Proactively identify opportunities for automation to minimise repetitive tasks and enhance productivity across the firm
• Identify and champion continual improvement opportunities, improving ways of working, service processes, documentation, and handoffs between teams
• 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
• Use insight from escalations to improve knowledge articles, self-service content, and Service Desk guidance
• Take personal responsibility to stay updated on technological advancements, understanding where human intervention remains essential

• 2-3 years' experience in a senior service desk or technical support role, with a focus on problem-solving, incident coordination and supporting users in an increasingly automated environment
• Strong problem-solving skills, particularly in resolving complex issues that cannot be addressed through standard automation or self-service processes
• Strong experience with Microsoft end user computing technologies, including:
  • Windows operating systems (for example, currently supported Window s desktop versions), Microsoft 365 applications, printing and local-area networking
  • Microsoft Intune, including application packaging, device build and deployment processes, and Windows Autopilot / out-of-box experience (OOBE)
  • Microsoft Entra  (formerly Azure Active Directory), including account provisioning and de-provisioning, access and permissions management
  • Service desk ticketing systems, including workflow configuration and supporting modules such as a configuration management database (CMDB)

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

• Human-Centric Technical Proficiency: Displays an understanding of IT principles, emphasising solutions that pair automation with a personal touch
• Communication Excellence: Conveys complex solutions in a user-friendly manner, ensuring clear understanding and emphasising the human aspect of support
• Empathy and Patience: Demonstrates understanding and patience, especially when dealing with users who may have issues that transcend automated solutions
• Cross-Functional Coordination: Efficiently coordinates across departments, recognizing when multiple teams are needed for holistic solutions
• Adaptability: Flexibly switches between automated tools and traditional methods, understanding when each approach is most appropriate
• Continuous Learning: Stays updated on technological advances and understands where the human touch…