Service Desk Analyst

Why London Business School

London Business School; a global and vibrant business community based in two of the world’s most dynamic cities, London and Dubai. It’s where extraordinary minds and diverse perspectives connect, to have a profound impact on the way the world does business and the way business impacts the world. We offer best in class hybrid learning to our students and participants, whilst creating a flexible, supportive and dynamic working environment for our people to excel in, whatever their location. 

The Role

London Business School are looking for a Service Desk Analyst to join Technology on a 12-month fixed term contract basis. 

The Service Desk provides support to the LBS community (faculty, students, staff, visitors, executive participants and alumni). The SDA (Service Desk Analyst) will provide support for all incoming queries to the Service Desk, via phone, email, ticket or walk-up. This will include request resolution, initial triage of incidents and escalating tickets where necessary to other resolver teams.  

The LBS Technology department is responsible for delivering and supporting all digital technology solutions required for the effective running of London Business School.  

Main Responsibilities

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

• Providing rotational support to our “Walk Up” welcome desk assisting our customers with all variants of software/hardware related issues.  

• Monitor the main support ticket queue having awareness of the SLA response time and identifying high priority tickets. Escalating where required.  

• Liaise with customers to ensure required information is collected as part of the initial triage.

• Provide information and resolutions to customer to resolve queries, maintaining ownership of and responsibility for their request tickets seeing them through to successful completion. 

• Supporting online campus Technology/IT clinics providing support for students, on campus or online.  

Who we are looking for

• Experience of working within a customer centric environment, and be passionate about delivering exceptional customer service.

• A highly motivated and pro-active mindset with the ability to work well under pressure.

• Excellent communications skills with the ability to break down technical issues and explain them in layman’s terms.  

• Excellent organisational skills and meticulous attention to detail.   

• Strong analytical and problem-solving skills.   

• Desirable but not essential: ITIL v3/4 foundation, Microsoft, Apple OS, CompTia certification. 

What you can expect from us

• Generous annual leave of 27 days plus extra between Christmas and New Year
• Automatic enrolment to a fantastic workplace 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/ up to 5 days paid emergency leave for staff who have caring responsibilities for a family member, dependent or friend who is ill. 

Our commitment to driving inclusion and belonging 

We are a globally reaching institution, committed to creating tangible and sustainable change in driving inclusion & belonging within our School, education and society at large.  We are dedicated to creating an environment where everyone in our community feels they belong and thrive. This is a key school priority, and we want everyone who joins LBS to feel respected, welcomed, and heard. 

Candidates needing sponsorship should assess their eligibility for a Certificate of Sponsorship by evaluating their circumstances against the relevant criteria before applying

Please note we start screening CVs and interviewing candidates from the start of a campaign. A successful candidate could progress to offer before the advertised closing date. We encourage you to apply as soon as possible if you are interested in any roles.

Closing Date: 1st August 2024