Service Desk Analyst

London Business School; Greater London; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

27 days annual leave

Group Pension Scheme

Onsite gym and swimming pool

Professional development opportunities

Cycle to work scheme

Wellbeing programme

Volunteering leave

Job summary

London Business School is seeking a customer-focused Service Desk Analyst to join our Technology team and provide high-quality first-line IT support to the School community.

You will manage incoming queries via phone, email, ticket or walk-up, own requests end-to-end, and help maintain service standards through accurate ticket management and clear communication with customers.

Qualifications

• Strong commitment to delivering exceptional customer service.
• Good troubleshooting skills across software and hardware issues.
• Clear communication and ability to explain technical issues in accessible language.
• Excellent organisational skills and attention to detail.
• Analytical and problem-solving abilities in a customer-centric environment.
• Ability to follow established processes within a structured support environment.
• Experience using systems to extract, analyse and report data.

Responsibilities

• Manage incoming queries via phone, email, walk-up or ticket queues, logging incidents and service requests.
• Provide rota-based support at the Walk Up desk, assisting with software and hardware issues.
• Monitor ticket queues, track SLA times and escalate high-priority issues.
• Gather information for triage and resolution, and communicate updates to customers.
• Diagnose and troubleshoot incidents, maintain accurate incident records.
• Perform standard requests such as user account creation and maintenance.
• Support IT clinics for students and contribute to knowledge base articles.

Skills

Customer service

Troubleshooting

Communication

Organization

Analytical thinking

Customer-centric

Process adherence

Data reporting

Tools

ITSM toolset

ITIL

Job description

Deliver exceptional IT support at a world-leading business school

The Role

London Business School are looking for a customer-focused Service Desk Analyst to join our Technology team and provide high-quality first-line support to our School community.

This is an exciting opportunity for someone who enjoys helping people, solving problems and working in a fast-paced service environment.

You will provide support to the LBS community, including faculty, students, staff, visitors, executive participants and alumni. You will support incoming queries to the Service Desk via phone, email, ticket or walk-up, taking ownership of requests and incidents from first contact through to resolution or escalation where needed.

You will play a key role in delivering a welcoming, responsive and high-quality support experience, while helping to maintain service standards and accurate ticket management.

Main Responsibilities

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

• Provide rota-based support at the Walk Up welcome desk, assisting customers with a wide range of software and hardware-related issues.

• Monitor support ticket queues, maintaining awareness of SLA response times and identifying high-priority issues for escalation.

• Liaise with customers to gather the information needed for effective triage and resolution.

• Diagnose and troubleshoot incidents and service requests, with awareness of SLA resolve times.

• Maintain accurate and concise incident records, avoiding unnecessary technical jargon.

• Carry out standard request tasks, such as user account creation and maintenance.

• Ensure effective communication and regular updates to customers throughout the lifecycle of the ticket.

• Manage and prioritise your individual ticket queue and workload.

• Support online and on-campus Technology / IT clinics for students.

• Follow ITIL best practice processes and contribute to service documentation.

• Create and update Knowledge Base articles and share good practice with colleagues.

Who We Are Looking For

• A strong commitment to delivering exceptional customer service.

• Good troubleshooting skills across software and hardware issues.

• Strong communication skills, with the ability to explain technical issues in clear, accessible language.

• Excellent organisational skills and attention to detail.

• Strong analytical and problem-solving ability.

• Experience working in a customer-centric environment.

• Ability to follow established processes and work effectively within a structured support environment.

• Experience using systems or software to extract, analyse and report on data.

• Ability to build positive working relationships across the School.

• A resilient and proactive approach to change.

Benefits You Can Enjoy

• Generous annual leave of 27 days plus extra between Christmas and New Year

• Enrolment into the Group 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

At London Business School, we support Smart Working - a hybrid approach designed to help you achieve a healthy work-life balance while delivering the best outcomes for your role and the needs of our customers. All roles require a minimum of two days on campus each week to foster a vibrant, collaborative community.
For this role specifically, you will be expected to be on campus 5 days per week.

We operate with ‘core hours’ – 10:00-15:00 – to maximise opportunities for connection and collaboration across teams during the working day. Outside of these hours, you may still be required for meetings or collaboration based on your role and customer needs. Additionally, we offer Protected Time - a flexible, one-hour slot, within the working week dedicated to your learning and development, wellbeing, or focused, quiet work

Why London Business School?

London BusinessSchool;aglobal and vibrant business communitybasedin three of the world’s most dynamic cities, London, Dubai and Riyadh.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 inclass hybrid learningto our students andparticipants, whilst creatinga flexible, supportive and dynamic working environment for our people to excel in, whatever their location.

Our commitment to driving inclusion and belonging

We are a globally reaching institution, committed tocreating tangible and sustainable change in drivinginclusion & belonging within our School, education andsociety 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

Pleasenote 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.

Competitive salary dependent upon experience

Closing date: 22nd September 2026