Senior Service Desk Analyst - Lane Clark and Peacock LLP : Job Details

Based: Edinburgh: Hybrid working (3 days a week in the office)

Lane Clark & Peacock (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.

What's the role?

The Senior Service Desk Analyst 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 Specialist 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.

Key Responsibilities

• 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
• Liaise with multiple teams to facilitate resolutions, coordinating various resources and individuals as necessary
• Proactively identify opportunities for automation to minimise repetitive tasks and enhance productivity across the firm
• Implement AI-driven tools in troubleshooting, balancing the strengths of both automation and human expertise
• Continuously analyse and provide feedback on AI workflows, ensuring they are tailored to handle real-world complexities
• 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
• Take personal responsibility to stay updated on technological advancements, understanding where human intervention remains essential

What skills and experience are we looking for?

• 2-3 years of experience in a senior service desk or technical support role, with a focus on problem-solving and coordination, within an increasingly automated environment
• Strong problem-solving skills with an emphasis on issues that transcend automation
• Strong experience with Microsoft end user computing technologies, including:
  • Windows 10/11, Office 365, printing, local area networking
  • Intune application packaging and build deployments including OOBE
  • Azure AD (eg account provisioning/de-provisioning, permissions management)
  • Service Desk ticketing systems, including workflow configurations and other modules (eg CMDB)

Nice to have

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

What’s in it for you?

As well as joining a multi-award winning, fun, collaborative, people first organisation where your personal and professional skills will be developed to make you the best you can be, 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.