Service Desk Analyst

4 weeks ago

Cheltenham, United Kingdom Vistry Group PLC Full time
In a Nutshell…
We have an amazing opportunity for a Service Desk Analyst to join our team within Vistry Services, at our Cheltenham office. As our Service Desk Analyst, you will provide outstanding customer service by resolving incidents on first call utilising 1st and 2nd line support knowledge and capability. Any issues that cannot be resolved should be escalated to the appropriate support team within the department to resolve.
We are pleased to say, this role can accommodate agile working arrangements.
Let's cut to the chase, what's in it for you…
Competitive basic salary and annual bonus
Agile working possible (dependent on role)
Up to 33 days annual leave plus bank holidays
Private Healthcare
Enhanced maternity, paternity and adoption leave
Competitive contributory pension scheme
Life assurance - 4 x your annual salary
Share incentive schemes
Employee rewards portal with many more benefits…In return, what we would like from you…
Behave in line with our company values - Integrity, Caring and Quality
Previous experience in customer service role within the IT sector
Experience on a Service Desk
Excellent written & oral communication skills, ability to influence others at all levels A background knowledge of ITSM tool
Some knowledge of IT peripherals like printers, Meraki hardware and iPhones/iPads
Excellent customer service skills
Excellent interpersonal skills both face to face and over the phone
Ability to work under pressure
Hold a full UK driving licenseDesirable…
Ability to quickly learn & understand user requirements
A desire to learn and grow within the team
Ability to work on own initiative
Microsoft Windows 11
Microsoft Office 365 Admin Centre
Microsoft Active Directory
Strong organizational and administration skills
Team player
Professional attitude
Friendly, flexible and helpful attitude
Willingness to share knowledge with othersMore about the Service Desk Analyst role…
Work with the Service Desk team:
Log incidents by phone in to our ticketing system.
Ensure the ticket is correctly categorized and prioritized.
Demonstrate excellent communication skills over telephone & email.
Develop and maintain self-service documentation.
Responsible for keeping the user informed on the progress of their support ticket.
Escalate tickets where required to other teams within the department
Work with the team to reduce repeatable incidents.
Work with the department to provide services to all users:
May require the Delivery of new equipment (Laptops, Printers, iPhone/iPads & Tablets).
Maintain users (Account Configuration, Starters & Leavers, Support New Starters).
Travel to regional & site-based offices when required (Transport may be provided).
Support and troubleshoot services and components:
Provide 1st line support on all allocated tickets.
Update, process and maintain documentation.
Communicate and escalate known/reoccurring issues to the Service Desk Manager.
Provide training to end users and other members of IT staff as required.
Adhere to the IT Security Policy at all times.
Communicate with other members of the IT department to ensure internal SLAs are met.
Attend departmental meetings as required, contributing as necessary.
Provide regular updates on progress to relevant teams and individuals.
Have strong written and verbal communication to provide the right response and information.
Ensure you have read the Company's health and safety policies and procedures and always observe them.
Ensure your workplace is kept tidy and any hazards are eliminated or reported to your line manager.
Wear appropriate protective clothing on site at all times.
Attend all health and safety training as required by the Company.Finally, let's tell you a bit more about us…
We're Vistry Group, the UK's leading provider of affordable mixed-tenure homes. Our core values of integrity, caring, and quality shape all we do; our partnership-led approach helps us build sustainable communities where they're needed most.
You're probably familiar with our unmatched portfolio of brands: Linden Homes, Bovis Homes, and Countryside Homes. We also have Vistry Works, our timber frame manufacturing operation, and Vistry Services, our support functions. Together, we build more than homes, so there's nowhere better to build your career. We're proud that our culture sees everyone treated fairly and respectfully, with diversity and inclusion a top priority and reasonable adjustments provided during the application process. Join us in making Vistry.
#LI-WS1

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