London Lead Service Desk Analyst

Overview

The Lead Service Desk Analyst is responsible for the smooth running of the Service Desk under the strategic direction of the End User Support Manager. This role drives consistent service quality, efficient resolution of tickets and a culture of continuous improvement, working closely with the problem and change managers. The role ensures effective day-to-day service delivery by coordinating staff, resources, and processes to meet service level agreements (SLAs) and user satisfaction targets.

• Drive service quality and efficient resolution of tickets.
• Coordinate staff, resources, and processes to meet SLAs and user satisfaction targets.
• Work closely with problem and change managers to support problem management and change initiatives.
• Foster a culture of continuous improvement in service delivery.

We are committed to fostering an inclusive and respectful workplace. We welcome applications from talented individuals of all walks of life—irrespective of age, gender identity or expression, disability, ethnic background, faith, sexual orientation, or any other protected characteristic. We aim to remove barriers and create an inclusive environment for all staff.

If you have questions about the application process or need support submitting your application, please contact