The Service Desk Analyst is expected to contribute to the effective operation of the Incident Management process by accepting ownership of service requests for support and ensuring they are resolved to the customer’s satisfaction within agreed service levels, promoting confidence that customer’s requests are not forgotten.
application of a first time fix if possible.Recording every request for support into the Remedy call management system, ensuring these records meet published support and Incident Management guidelines.
Assess the impact of each request and take appropriate action.Assign requests to appropriate internal or third-party support groupsProactively monitor the progress of each request and escalate where required.
Inform customers of the status and progress of their requests regularlyEnsure incident records are updated regularly with events and action plansEnsure customers are satisfied before resolving their requestsCommunicate planned and unplanned service disruptions to the organisationFacilitate the transfer of information between first line and other support groupsEnsure that co-
ordination and communication between the Service Desk and the technical support teams are being maintained in system critical situationsMaintain the Service Desk solution documentation and knowledge basesAssist in the publication of customer self-
help materialAssist in the identification of ProblemsEvaluate standards and processes that the support team is involved with and highlight any areas of improvementUndertake any other duties as may be required by LSEG management on an ad-
hoc basisWorking knowledge of the ITIL / ITSM methodologiesGood understanding of Microsoft Windows core technologies is essential.
An understanding of Microsoft Citrix would be beneficialKnowledge of RAS technologies, including the support of laptopsPeople are at the heart of what we do and drive the success of our business.
Our colleagues thrive personally and professionally through our shared values of Integrity, Partnership, Innovation and Excellence are at the core of our culture.
We embrace diversity and actively seek to attract people with unique backgrounds and perspectives. We are always looking at ways to become more agile so we meet the needs of our teams and customers.
We believe that an inclusive collaborative workplace is pivotal to our success and supports the potential and growth of all colleagues at LSEG.
A career with London Stock Exchange Group offers you the opportunity to be at the centre of the financial community. As well as competitive salaries and a range of attractive benefits, we maximise each employee’s potential through personal development plans, training, coaching and mentoring.
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