Senior LTS/AV Sr Analyst
Senior LTS/AV Sr Analyst
Location: London
Career level - Sr Analyst
THE WORK: Discover the excitement of problem solving and innovation. You will perform independently and become a subject matter expert while actively participating and contributing in discussions. Your contributions will help provide effective solutions to work-related challenges. This opportunity invites you to engage deeply with IT Troubleshooting in a dynamic and supportive environment where your insights will truly make a difference.Ensure production systems are available and operating according to defined service level agreements.Drive incident and outage resolution with clear and timely communication.Facilitate the restoration of service to the production environment efficiently.Establish and maintain disaster recovery procedures to safeguard operations.Maintain data retention practices in alignment with organizational standards.
Core Purpose
- Ensure high-quality AV and IT service delivery aligned to client, SLA, and global KPI expectations
- Act as a senior point of expertise (SME) for AV systems, meeting rooms, and event technology
- Support incident resolution, service improvement, and technology enablement across the office
Key Responsibilities
AV & Event Technology
- AV setup, troubleshooting, deployment, decommissioning, and upgrades
- Senior escalation point for complex AV issues and event space technology
- Liaison with global teams and external vendors for testing, fixes, and onsite engineering
- Maintain AV documentation, training guides, and usage reporting
- Deliver AV training sessions and act as trusted advisor to clients
IT Support & LTS Operations
- Advanced IT troubleshooting (laptops, peripherals, performance issues)
- Frontline and escalated support via walk-ups, Service Desk, and meeting rooms
- ServiceNow (SNOW) ticket management and incident ownership
- Solutions Bar / in-office support when required
Asset & Inventory Management
- End-to-end asset lifecycle support (issuing, returns, loans, disposals)
- Maintain asset accuracy to meet global KPIs
- Chargebacks, consumables tracking, and inventory reporting
Process, Documentation & Improvement
- Document and improve IT/AV processes and SOPs
- Produce reports on AV usage, visitors, and query trends
- Contribute to automation, workflow, and service improvement initiatives
Project & Change Support
- Support AV/IT project work including deployments, refreshes, and upgrades
- Assist with testing, rollout readiness, and post-implementation support
Collaboration & Communication
- Strong cross-team collaboration (LTS, CS, CIO, global tech teams)
- Clear communication with leadership on incidents, risks, and issues
- Support onboarding and training of new team members
Compliance & Standards
- Adherence to Health & Safety, Security, and Confidentiality policies
- Enforce site, client, and vendor compliance requirements
- Maintain professional presentation and client-facing standards