Senior Service Desk Analyst

Lane Clark & Peacock; City of Edinburgh; On-site; GBP 36,000 - 48,000; Full time

Benefits offered by this job

Hybrid working

Professional study support

Private medical insurance

Life assurance

Pension scheme

Job summary

Lane Clark & Peacock is seeking a capable senior service desk professional in the UK to provide frontline user support and oversee incident coordination in an increasingly automated environment.

You will engage users, coach Service Desk colleagues, and work within a cross-functional team to identify root causes and drive continual improvement in processes and documentation.

Qualifications

• 2–3 years’ experience in a senior service desk or technical support role
• Strong problem-solving skills for complex issues beyond automation
• Experience with Microsoft end-user computing technologies and CMDB/ticketing systems

Responsibilities

• Serve as front-line support for users addressing unresolved issues
• Escalate and guide complex problems with coaching to resolve effectively
• Support Service Desk with incident coordination and root-cause analysis
• Document incidents, maintain knowledge articles, and update escalation notes
• Identify trends to reduce repeat incidents and opportunities for automation

Skills

Problem solving

Incident coordination

Customer support

Education

Bachelor's degree in IT/CS

Tools

Windows OS

Microsoft Intune

Entra ID / Azure AD

Job description

What will you be doing?

• 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
• Support the Service Desk with escalations, providing guidance, technical expertise, and coaching to help resolve complex or repeat issues effectively
• Provide day-to-day coaching to Service Desk colleagues, supporting consistent ticket handling, clear escalation notes, and high-quality resolution updates
• Work within a cross functional problem management team that looks to identify root causes of ongoing issues
• Recognise trends and recurring patterns across incidents, requests, and escalations, using insight to highlight root causes and reduce repeat demand
• Proactively identify opportunities for automation to minimise repetitive tasks and enhance productivity across the firm
• Identify and champion continual improvement opportunities, improving ways of working, service processes, documentation, and handoffs between teams
• 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
• Use insight from escalations to improve knowledge articles, self-service content, and Service Desk guidance
• Take personal responsibility to stay updated on technological advancements, understanding where human intervention remains essential

What skills and experience are we looking for?

Essential

• 2–3 years’ experience in a senior service desk or technical support role, with a focus on problem-solving, incident coordination and supporting users in an increasingly automated environment
• Strong problem-solving skills, particularly in resolving complex issues that cannot be addressed through standard automation or self-service processes
• Strong experience with Microsoft end user computing technologies, including: Windows operating systems (for example, currently supported Windows desktop versions), Microsoft applications, printing and local-area networking Microsoft Intune, including application packaging, device build and deployment processes, and Windows Autopilot / out-of-box experience (OOBE) Microsoft Entra ID (formerly Azure Active Directory), including account provisioning and de-provisioning, access and permissions management Service desk ticketing systems, including workflow configuration and supporting modules such as a configuration management database (CMDB)

Desired

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

To be successful in this role, you will demonstrate:

• Human-Centric Technical Proficiency: Displays an understanding of IT principles, emphasising solutions that pair automation with a personal touch
• Communication Excellence: Conveys complex solutions in a user-friendly manner, ensuring clear understanding and emphasising the human aspect of support
• Empathy and Patience: Demonstrates understanding and patience, especially when dealing with users who may have issues that transcend automated solutions
• Cross-Functional Coordination: Efficiently coordinates across departments, recognizing when multiple teams are needed for holistic solutions
• Adaptability: Flexibly switches between automated tools and traditional methods, understanding when each approach is most appropriate
• Continuous Learning: Stays updated on technological advances and understands where the human touch remains irreplaceable in a growingly automated landscape

What’s in it for you?

Take a look at our and Career stories pages to see why our people love being here! As well as joining a certified B-Corp, 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. Currently our core benefits package includes:

For you:

• Hybrid working (see top of the advert for details)
• Professional study support (where applicable)
• Access to our internal Wellbeing, LGBTQ+, Multicultural and Women’s networks

For your family:

• Life assurance
• Income protection
• Enhanced maternity/paternity/adoption and shared parental leave

For 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 holiday
• Private medical insurance
• Discounted gym memberships, critical illness and dental insurance through our flexible benefits
• Eye care vouchers
• Cycle to work scheme
• Digital GP services

For your wealth:

• Competitive pension scheme
• Discretionary bonus scheme
• High street discounts
• Season ticket loans

For others:

• Volunteering opportunities

For the environment:

• Electric vehicle salary sacrifice scheme (qualifying period applies)