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Senior IT Service Desk Analyst

Lime

London

On-site

GBP 40,000 - 70,000

Full time

5 days ago

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Job summary

An established industry player is seeking a Senior IT Service Desk Analyst to enhance employee productivity through effective technical support. In this pivotal role, you will manage the support queue, resolve complex issues, and mentor junior analysts while fostering excellent customer relationships. Your expertise in troubleshooting and documentation will drive improvements in processes and enhance the team's efficiency. Join a dynamic team dedicated to innovation in shared electric mobility, where your contributions will make a significant impact on operational success and user satisfaction.

Qualifications

3+ years in customer support, preferably technical.
Experience with enterprise ticketing systems.

Responsibilities

Oversee employee onboarding and offboarding.
Troubleshoot hardware, software, and network issues.

Skills

Customer Support

Technical Troubleshooting

Documentation

Team Collaboration

Problem Solving

Education

Degree in Computer Science

Equivalent Work Experience

Tools

ServiceNow

Jira

Google Workspace

Slack

Jamf

Join to apply for the Senior IT Service Desk Analyst role at Lime

Lime is the world's largest shared electric vehicle company. We’re on a mission to build a future where transportation is shared, affordable and carbon-free. Our electric bikes and scooters have powered 700+ million rides in 250+ cities on 5 continents, replacing an estimated 150+ million car trips. Named a Time 100 Most Influential Company and Fast Company Brand That Matters, Lime continues to set the pace for shared micromobility globally.

Lime is seeking an experienced analyst to join our IT Service Desk to enable our employees to do their best work. More specifically, the Sr Service Desk Analyst’s role is to provide support to Lime’s internal users, ensuring our technology helps the completion of business tasks. This includes overseeing the support queue, prioritizing requests, creating and maintaining documentation, and actively resolving end user requests. In addition to day-to-day support, the Sr Analyst is an escalation point to the other service desk analysts on the team, helping resolve complex issues and setting an example for customer interactions.

The ideal candidate is a helper and an enabler, they find solutions to problems that have yet to be reported. They are a true partner who can work as part of a team while independently managing a workload of operational and project-driven responsibilities. They find and drive improvements in how our team works while providing technical guidance to both customers and team members.

What You’ll Do

Oversee and contribute to employee onboarding and offboarding, ensuring that SLAs are met and standard help desk tasks are completed in a timely manner
Troubleshoot identify, analyze, and resolve hardware, software, and network related issues
Maintain and develop excellent customer relationships and ensure all user issues are tracked in our ticketing system
Evaluate ticket resolutions and analyze trends for ways to prevent future problems, updating templated responses with the rest of the team
Document and improve existing processes and procedures and contribute to the maintenance of our knowledge base
Provide mentorship, guidance, and training to the junior analysts on the team.
Assist in projects as needed, and identify areas of improvement, scoping the problem for future projects
Collaborate with other IT team members to address larger issues and implement improvements

About You

Experience with enterprise ticketing systems such as ServiceNow, ConnectWise, Zendesk, Jira
Demonstrated capability managing and supporting both Mac & Windows
Device management experience with tools such as Jamf, Airwatch, Mosyle or HexNode
Experience with collaboration tools, including Google Workspace, Slack, and Atlassian tools
Capability of managing multiple tasks in a fast-paced environment with competing priorities

Preferred Experience

Degree in Computer Science, or a related field, or equivalent work experience
3+ years of experience in a customer support environment, preferably technical
Excellent verbal and written communication skills with the ability to effectively present and explain technical concepts to both technical and non-technical customers
Native and English language proficiency is required

If you want to make an impact, Lime is the place for you. Not sure if you meet all the qualifications? If this role excites you we encourage you to apply. Explore all opportunities on our career page.

Lime is an Equal Opportunity Employer, but that’s just the start. We believe different perspectives help us grow and achieve more. That’s why we’re dedicated to hiring and developing the most talented and globally diverse team – which includes individuals with different backgrounds, abilities, identities and experiences. Applicants who require a reasonable accommodation for any part of the application or hiring process can email recruiting-operations@li.me for assistance.

Use of artificial intelligence or an LLM such as ChatGPT during the interview process will be grounds for rejection of your application.

Seniority level

Seniority level
Mid-Senior level

Employment type

Employment type
Full-time

Job function

Job function
Information Technology
Industries
Software Development

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