IT Service Desk Analyst

6 days ago

Newcastle upon Tyne, United Kingdom Balfour Beatty UK Full time
About the role
Balfour Beatty has an exciting opportunity for a IT Service Desk Analyst to join our Enabling Functions team to work in Newcastle upon Tyne (Longbenton).
Hours: This role will operate within a rota basis, 8 hour shifts between the hours of 7am - 6pm Mon–Fri. On-call and weekend is available as an optional at additional rates;
Location: This role offers SMART working, 60% office based with the remainder being able to be home based.
What you'll be doing
As a IT Service Desk Analyst you will:
Answer inbound calls, live chat and self-service requests; document, prioritise, assign, track and respond to incidents and requests in a timely manner;

Be responsible for end to end ownership of incidents throughout their lifecycle;

Provide high rate of first contact resolution to user issues;

Escalate high priority incidents to both internal and external teams;

Identify opportunities to improve the knowledge within the Service Desk to increase the rate of first contact resolution and self-support materials available to end users;

Actively participate in continuous improvement;

Work effectively and flexibly within the broader Service Desk team structure, in line with operational requirements.
Who we're looking for
Personal Qualities and Experience:
The following qualities/experience are essential:
Service Desk operations and IT technical support;

Demonstrable experience of delivering exceptional Customer Service;

Demonstrable IT user support experience across a range of technologies including Windows, Exchange, Active Directory, Cloud services and end user computing;

Experience of handling service escalations;

Relentless focus on service improvements;

Ability to work under pressure and to agreed targets in a very fast paced environment;

Proven problem-solving skills, with a methodical and logical approach;
The following qualities/experience are desirable:
Service Management Toolset eg: BMC, Remedy, Service Now;

Relevant experience in IT in a technical service desk support role;

Using and supporting MS Office 365;

Relevant Microsoft Azure certifications;

Experience of using and supporting Oracle applications;

Use of digital technology in the construction industry;

Mobile device management including Intune;

Chat bots.
Company benefits include:
25 days holiday + 8 bank holidays per annum.

Pension Scheme

Flexible working patterns (office / home based)

Quorum Q Card discounts

Ability to purchase additional holidays

Cycle to work scheme

Reduced rate on private medical and dental health care plans

Tastecard - 50% off food bills
Why work for us
Day in, day out, our teams deliver some of the UK’s most ambitious, exciting and meaningful projects; developing, building and maintaining the vital infrastructure that supports national economies and strengthens communities.
Why join us?
As if contributing to and supporting work that makes life better for millions wasn’t rewarding enough, we offer a full range of benefits too. You’ll have the freedom to shape the package that’s right for you and your life. Here are some of our key benefits:
Smart working, giving you more flexibility such as staggered start and finish times, with up to 40% remote working, where roles allow.

25 days paid annual leave (pro rata)

Family friendly policies which include 28 weeks full pay for maternity/adoption leave and four weeks full pay for paternity/partners leave

Pension, share incentive plan, volunteering leave, recognition schemes and much more…
About us
Balfour Beatty Group Enabling Functions are Legal, Finance, IT and Procurement, Communications, Health Safety and Environment, HR and Sustainability. Together, they support delivery of our Build to Last strategy whilst improving efficiencies and standardising our approach, systems and processes.
Diversity and inclusion
At Balfour Beatty we believe that diversity and inclusion are essential components of any successful, happy workplace. Through our Value Everyone Diversity and Inclusion Strategy and Action Plan, we are growing our diverse workforce and developing our inclusive culture where everyone is able to thrive and reach their full potential, regardless of their identity or background. To find out how we are making this a reality, visit
We are a Gold Award holder in the Ministry of Defence 'Employer Recognition Scheme' and actively encourage applications from Armed Forces personnel, veterans and reservists.
As a Disability Confident Employer, we are committed to working with people who have disabilities and long-term health conditions to remove barriers for them in obtaining employment. We are also committed to offering applicants with a disability an interview if they meet the minimum requirements for the role. For more info, visit:
We are looking to continually improve our resourcing process and ensure that it is fair and inclusive for all. If you have any feedback on the process, please share this with us at

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