IT Service Desk Analyst

2 months ago

Ipswich, United Kingdom ISG Full time
About ISG
ISG is a dynamic global construction services company.
We have had a hand in some of the world's most impactful and recognisable places, but our legacy is about far more than buildings. Across Europe, the Middle East and Asia, we deliver places where people and businesses make memories, forge new experiences, and reach their goals.
In short, we deliver the places that enable people and businesses to thrive.

Key Responsibilities:
  • To provide 1st line technical support; answering support queries via phone and email.
  • Provide initial assessment of all incidents. Where a solution cannot be provided, or will be timely, escalate appropriately to the relevant support teams.
  • Troubleshoot end user hardware and software, networked peripheral devices in line with Group IT best practice encompassing standard and non-standard hardware and software policy and procedure.
  • Maintain excellent customer service standards by answering all calls promptly, remaining courteous and professional at all times.
  • Maintain accurate records of activity taken throughout the lifecycle of a ticket. • Embrace a culture of continued improvement and quality.
  • Escalate any major incidents immediately using the major incident process flow.
  • To maintain a high level of customer service at all times.
  • To be professional at all times and act as an ambassador for IT excellence. Maintain Group IT SLA's and work towards improved targets.
  • Perform other related duties and responsibilities as assigned by line management.
Skills and Experience:
  • Educated to GCSE standard, or higher
  • CompTIA A+, or equivalent
  • Experience supporting Exchange 2007 through Office 365
  • Experience supporting Microsoft Active Directory
  • Experience supporting the Microsoft Office Suite of applications
  • Experience in a customer service IT environment
  • Working knowledge of Microsoft Operating System
  • Planning and organising

What's in it for you?
  • Ongoing career development and accredited learning
  • Annual recognition and values awards
  • Global employee assistance program
  • Pension scheme
  • Life assurance
  • Private healthcare including private GP service and mental health pathways
  • As part of our wellbeing offering, ISG offers a monthly wellbeing allowance
  • Cycle to work scheme
  • Electric vehicle salary sacrifice scheme
  • Industry-leading family friendly policies (39 weeks maternity leave and 8 weeks paternity at full pay)
  • Volunteer day
  • Discounts such as cinema to ensure you're still loving ISG even when you leave the office
  • Most Friday's are a 4 pm finish providing work is completed for the week
  • Your work-life balance really matters to us, so in addition to your holiday allowance we have a You Day to allow you to take an extra day off to celebrate a special event, spend time with your family or just do something that will make your life easier or more enjoyable
  • Thriving networks including I-NOW (Women's Network), Race and Faith, LGBTQIA+, Armed Forced Covenant and the menopause working group, everyone's invited
If you'd like to speak to the Talent Acquisition team, please contact tateam@isgltd.com below for more details.

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