Service Desk Analyst

Deliver exceptional IT support at a world-leading business school

London Business School are looking for a customer-focused Service Desk Analyst to join our Technology team and provide high-quality first-line support to our School community.

This is an exciting opportunity for someone who enjoys helping people, solving problems and working in a fast-paced service environment.

You will provide support to the LBS community, including faculty, students, staff, visitors, executive participants and alumni. You will support incoming queries to the Service Desk via phone, email, ticket or walk-up, taking ownership of requests and incidents from first contact through to resolution or escalation where needed.

You will play a key role in delivering a welcoming, responsive and high-quality support experience, while helping to maintain service standards and accurate ticket management.

• Manage incoming queries received via phone, email, walk-up or ticket queues, logging Incidents and Service Requests on the ITSM toolset.

• Provide rota-based support at the Walk Up welcome desk, assisting customers with a wide range of software and hardware-related issues.

• Monitor support ticket queues, maintaining awareness of SLA response times and identifying high-priority issues for escalation.

• Liaise with customers to gather the information needed for effective triage and resolution.

• Diagnose and troubleshoot incidents and service requests, with awareness of SLA resolve times.

• Maintain accurate and concise incident records, avoiding unnecessary technical jargon.

• Carry out standard request tasks, such as user account creation and maintenance.

• Ensure effective communication and regular updates to customers throughout the lifecycle of the ticket.

• Manage and prioritise your individual ticket queue and workload.

• Support online and on-campus Technology / IT clinics for students.

• Follow ITIL best practice processes and contribute to service documentation.

• Create and update Knowledge Base articles and share good practice with colleagues.

• A strong commitment to delivering exceptional customer service.

• Good troubleshooting skills across software and hardware issues.

• Strong communication skills, with the ability to explain technical issues in clear, accessible language.

• Excellent organisational skills and attention to detail.

• Strong analytical and problem-solving ability.

• Experience working in a customer-centric environment.

• Ability to follow established processes and work effectively within a structured support environment.

• Experience using systems or software to extract, analyse and report on data.

• Ability to build positive working relationships across the School.

• A resilient and proactive approach to change.

• Generous annual leave of 27 days plus extra between Christmas and New Year

• Enrolment into the Group Pension Scheme

• Free onsite gym and swimming pool

• Amazing range of professional development to support your career path

• Enhanced cycle to work scheme

• Wellbeing offering to support your physical, mental and financial health

• Up to 5 days volunteering leave

At London Business School, we support Smart Working - a hybrid approach designed to help you achieve a healthy work-life balance while delivering the best outcomes for your role and the needs of our customers. All roles require a minimum of two days on campus each week to foster a vibrant, collaborative community.
For this role specifically, you will be expected to be on campus 5 days per week.

We operate with ‘core hours’ – 10:00-15:00 – to maximise opportunities for connection and collaboration across teams during the working day. Outside of these hours, you may still be required for meetings or collaboration based on your role…