Service Desk Analyst

Galliford Try

  • Hinckley, Leicestershire
  • Permanent
  • Full-time
  • 5 days ago
Job Category: ITJob Description:Note for Recruitment Agencies:
We prefer to hire directly and we will be in touch with our PSL Agencies if this role is eligible for release.We do not accept speculative CVs from agencies. If speculative CVs are sent, no fee will be applicable - please direct all queries to the relevant Resourcing Partner.Service Desk Analyst - Group ServicesHinckleyAn opportunity has arisen for a Service Desk Analyst to join the team at Galliford Try.Ideally you will be based close to the Hinckley area.What you will be doing:To provide a single point of contact for the raising IT incidents and requests from Business Customers, IT suppliers and hosting suppliers, via any communication channel, but mainly Telephone, Email and Web Portal.
  • Act as a single point of contact to all customers for all IT related queries
  • Answer Telephone calls in a timely manner in accordance with SLA
  • Handling email and Web portal contacts in a timely manner in accordance with SLA
  • Update customer's incidents, requests and queries, ensuring they are up-to-date and current
  • Record and classify all incidents in the Service Desk tool.
  • Perform initial support, investigation, and diagnosis, recording all actions taken.
  • Ensure all requests raised follow the standard pre-defined processes, record and classify in the Service Desk tool.
  • Where Incidents cannot be resolved First time, assign and coordinate with 2nd and 3rd line, including 3rd party service suppliers to attain resolution within SLA and to Customer satisfaction.
  • Take ownership, monitor, and communicate updates and resolution to all relevant parties.
  • Where Requests cannot be resolved First time, assign and coordinate with 2nd and 3rd line, including 3rd party service suppliers to attain resolution within SLA and to Customer satisfaction.
  • Record / update the CMDB with all Hardware and Software assets within the company.
  • Process all New Starters and Leavers within the company creating and removing accounts where applicable.
  • Update customer information within any relevant system as and when required.
  • Act as a point of contact for the business and 3rd parties,
  • Ensure all Security incidents follow standard Incident process as detailed above.
  • Analyse Incidents as they are reported to identify reoccurring or potential problems.
  • Conduct reviews of Incidents over time and highlight any reoccurring trends.
  • Update and review the “Known Error” database.
  • Update or record articles in the knowledge base.
About You:
  • Previous experience of working in a similar role
  • Flexible working approach
  • Ability to work in a fast-paced environment with a varying workload
  • Ability to work well within a team environment
  • Confident use of Microsoft packages
What We Can Offer in Return:With an impressive order book of over £3.8 billion we are one of the industry's leading principal contractors, affording you the opportunity to work on some of the UK's most exciting projects offering you stability as well as the chance to stretch your capabilities and realise long held career goals. You will be joining diverse teams working at a high professional level with exceptional levels of commitment. With an ambitious strategy, we're poised for further growth and success, so if you're committed, talented and enthusiastic, Galliford Try is the right place for you.We are committed to maintaining the physical and mental wellbeing of all our people, through our 'Be Well' programme which offers discounts on certain products, advice and support for a range of issues.We invest in high-quality training for employees of all levels, from our leadership development framework to our apprenticeship programmes. Through our Career Paths initiative, individuals receive tailored training and support to fulfil their potential.Our industry is all about creating talented teams that excel in their areas of expertise. As an employer, we know you are most motivated to give your best when you feel valued and engaged.Our Agile Working programme empowers you with flexibility in when, where and how you work. Where appropriate, site and office-based employees can take advantage of a wide variety of working practices, offering different amounts of structure, regularity and flexibility to suit your needs as well as those of your wider team.Our benefits:We put our people first and our benefits package reflects that by offering a comprehensive range of attractive options to help support your career on top of a competitive salary.
  • Generous holiday entitlement, increasing with years of service, plus the opportunity to purchase further holidays
  • A wide range of corporate discounts
  • Cycle to Work schemes
  • Comprehensive pension plan
  • Regular Save as You Earn share purchase scheme
  • Private medical scheme options are available for all salaried employees and our employee assistance programme also provides free 24/7 support to those who need it
  • Paid for yearly membership to one recognised professional association relevant to your role
About us:Galliford Try is one of the UK's leading construction groups with a vision to continuously be a people-orientated, progressive business, driven by our values to deliver lasting change for our stakeholders and the communities we work in.Our purpose is to improve people's lives through building the facilities and infrastructure that communities need, providing opportunities for our people to learn, grow and progress, working with our supply chain to promote the very best working practice and caring for the environment in which we work.We do this by holding true to our values, delivering excellence for our clients and the community, being passionate about our role in providing vital services, putting integrity at the heart of our business by doing the right thing, and collaborating with our clients, supply chain and stakeholders to deliver lasting change and long-term value.For more information on this role or to enquire about other positions available within our Group Services business please contact Chloe Phillips on .Additional Information:Galliford Try welcomes applications from candidates who would like to work full-time, reduced hours or flexibly and this will be discussed in more detail as part of the recruitment process.We encourage, and would be grateful if, you could confirm any requirements we can reasonably fulfil to make this application a positive experience for you.Don't meet every requirement of the role? Studies have shown that some people are less likely to apply for jobs unless they meet every single qualification. At Galliford Try, we are committed to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every requirement of the role, we encourage you to apply anyway. You may be just the right candidate for this or other roles.As a Disability Confident employer, we have committed to offer an interview to any candidate with a long-term health condition or disability that meet the essential criteria for the advertised position. Please contact the Resourcing Partner listed within the job advert if you believe this applies to you. We will also take the opportunity to discuss any adjustments required for your interview.A full job description for this role is available upon request.#LI-CP1About the Team: Group Services help our businesses be the best they can be. We provide professional support services, using the specialist knowledge of our dedicated teams and bespoke technology to serve our businesses. We empower, advise and enable across the core disciplines of HS&S; HR; Finance, Tax & Treasury; IT; Company Secretariat & Legal; Communications; Risk & Audit; Shared Service Centre; Procurement; Property and Fleet

Galliford Try