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Service Desk Lead Analyst

Service Desk Lead Analyst

Job ID 
Position Type 
Permanent Full-Time
UK-London, Finchley (Global Headquarters)
Information Technology
Pentland Brands

More information about this job


Pentland Bannger Logo


Building a family of brands, for the world to love, generation after generation


Pentland is the name behind some of the world’s best sports, outdoor and fashion brands.


We own Berghaus, Canterbury of New Zealand, Speedo, Boxfresh, Ellesse, KangaROOS, Mitre, Prostar and Red or Dead. We are also the global licensee for Lacoste Chaussures and Ted Baker footwear, the UK licensee for Kickers, and are shareholders in other companies such as Hunter, Butterfly Twists, Heidi Klein and Tracksmith.


We’re a third-generation, family-owned business – and we retain strong family values. We care about people, and that’s what drives our day-to-day work. This year the Great Place to Work® Institute recognised Pentland Brands the 11th Best Workplace in the UK and the 16th Best Workplace in Europe. Our global headquarters is in the UK and we employ 2,000 people across 20 countries around the world.


We believe that doing business the right way, with respect for people and the environment, is essential for ensuring our long-term sustainability - generation after generation. The Pentland values are at the heart of what we do and how we interact with the world around us.


For further information, please visit



As Service Desk Lead Analyst you will:


Lead a world class, customer focused service desk ensuring the adherence of professionalism in all activities done. With over 1,700 users worldwide and circa 38,000 tickets logged each year, you must lead a team that delivers consistent flawless customer service.

The Service Desk Team Leader will motivate and develop the current Service Desk team and continue to build a service-oriented and professional working environment.



  • Manage the performance of services to our customers by ensuring that service levels are achieved
  • Track the incidents to conclusion in line with SLAs and quality standards.
  • Provide weekly and monthly performance reports.
  • Coordinate the service desk team members in their daily duties of attending to customers’ needs and facilitate good customer service culture in team members.
  • Closely monitor all tickets in the Service Desk queue, and for all Service Desks Analysts, along with your own.
  • Manage and participate in the team’s call handling rota.
  • Act as an escalation by stepping up and taking measures that will solve issues and further take preventive measures to prevent a relapse.
  • Ensure the Service Desk Operating Standards are adhered to by team members
  • Observe service desk processes to determine how effective they are and implement new processes when old ones are ineffective.
  • Manage critical customers incidents and major incidents.



                         What you need to have 

  • Experience of leading by example and coaching team members.
  • Excellent communication skills – both written and verbal.
  • Managing a range of stakeholders across multiple sites
  • Experience in major incident management
  • Reporting skills for Service Improvement
  • Experience in improving process
  • Experience supporting SAP (preferred)
  • Experience with Microsoft Office 365.
  • Experience and working knowledge of ITIL principles
  • Service Desk Team Leader / Senior Analyst experience (preferred)

What we need to see in you 

  • Able to lead by example.
  • Strong stakeholder management and prioritisation skills
  • Strong problem solving skills
  • Thinks outside the box and influences others to do so



Measures of success:


Defining and then monitoring all Service Desk KPIs.

  • Greater than 95% compliance with the team SLA
  • Tickets are allocated to resolver groups within 4 hours of receipt
  • World Class Customer Satisfaction score.
  • Net promoter score.
  • First time fix rate
  • Call wait time

This overview gives you a feel for what you’ll be doing day to day but it’s not an A to Z.