Lead Service Desk Analyst

Overview

Lead Service Desk Analyst ensures efficient service desk operations and ITIL process quality.

Key Responsibilities

• training support
• documentation
• desk leadership
• ticket resolution
• process coordination
• sla management

Tasks

Lead Service Desk Analyst 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. -Provide training and support to operational teams to ensure they optimize service delivery according to best practice guidance. -Maintain comprehensive documentation of Service Desk work instructions and end user self-help articles

Requirements

• itil
• servicenow
• freshservice
• incident management
• service desk
• 3+ years

What You Bring

ITIL Expertise Problem-Solving & Decision-Making -Proven experience in driving ITIL process maturity improvement in an operational environment. -Ability to create, interpret, and present ITSM metrics, identifying root causes for performance issues and implementing improvements. -Confident in coordinating major incident calls, directing resources effectively under pressure, and providing concise updates. -Strong analytical aptitude and the ability to prioritise operational matters effectively. -Familiarity with ITSM tools (ServiceNow and/or FreshService), operational dashboards, and automation. -Excellent communication skills for engaging with both technical staff and business stakeholders at varying levels of seniority. -Comprehensive understanding of ITIL/ITSM frameworks (ITIL 4 Foundation minimum; ITIL Managing Professional or specific practice certifications highly desirable). -Proven ability to collaborate cross-functionally across IT teams to resolve issues swiftly. -Proven experience of supervising day-to-day service desk or IT support operations. -Demonstrable judgement in balancing service quality, risk, and speed, especially during major incidents. -Demonstrable experience in leading Incident, Major Incident, Knowledge Management, and Request fulfilment within a live environment. -3+ years of experience in a similar role. -Ability to manage multiple priorities and work under pressure.

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Benefits

In return we offer a competitive basic salary and generous benefits package which includes 25 days holiday (exc bank holidays), Pension, DIS and discretionary annual bonus -Flexible attitude.

About Foster + Partners

-Over decades it has blended engineering and architecture to create iconic works—from the Gherkin in London to the Millennium Bridge and the Reichstag dome. -Today its projects span global hubs—airports, skyscrapers, bridges and urban masterplans—merging technical precision with sculptural elegance. -Renowned for structurally expressive designs, it tackles complex briefs—airport terminals, high‑rise offices, city masterplanning—as well as unexpected projects like dog kennels. -Its portfolio includes client‑defining schemes: Apple HQ, Bloomberg’s HQ, Millau Viaduct, Old Trafford masterplan and a hydro‑powered tower in NYC. -The firm’s narrative is one of synthesis—melding sustainability, advanced engineering and bold form to reshape cities and infrastructure.

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