Job Title

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 - 6:30pmLCP 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 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 queriesEnsure details are captured and recorded in the Service Management call logging system and prioritised accordinglyTrack, 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 targetsVerify customer satisfaction before resolving incidents and requestsProvide desk side and meeting room services, liaising with colleagues and customers to ensure effective communication, escalation, and knowledge sharingMaintain a technology asset database and Digital Services catalogueExecute scheduled system checks to ensure desktop software is up-to-date and at the required standardLiaise with Service Desk Management, ensuring they remain updated regarding incidents that require escalation or further attentionProactively identify opportunities for automation to minimise repetitive tasks and enhance productivity across the firmSubmit improvement ideas into a continual service improvement register, implementing those that are approved either individually or as part of a teamCarry out in-depth analysis of incidents and problems involving planning, testing and implementing fixes or workaroundsCarry out project work either individually or as part of a team as directedWhat skills and experience are we looking for?At least one-year continuous IT Service Desk experienceDemonstrable knowledge and experience with:Check all associated application documentation thoroughly before clicking on the apply button at the bottom of this description.- ITIL 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 upgradesFoundational 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 suiteAbility to collaborate across a wide range of channels (phone, email, social media etc.) and a variety of levels of seniority and IT expertiseExcellent communication skills, both written and oralExcellent attention to detailAbility to follow documented procedures and checklistsWillingness to be flexible regarding assigned tasks, and on occasion, with working hours and location of workAble to work under pressure and meet specific deadlinesWillingness to gain more technical experienceWhat's in it for you?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 Womens networksFor your family:Life assuranceIncome protectionEnhanced maternity/paternity/adoptionShared parental leaveFor 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 holidayPrivate medical insuranceDiscounted gym memberships, critical illness and dental insurance through our flexible benefitsCycle to work schemeDigital GP servicesFor your wealth:Discretionary bonus schemeFor others:Volunteering opportunitiesAnd 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. Please get in touch to let us know if an adjustment can be made to help with your application.LCP currently holds a sponsorship license for skilled worker visas, allowing us to assist with applications aligning with the UK Government's criteria for skilled worker sponsorship.#J-18808-Ljbffr