Senior Service Desk Support Analyst

4 weeks ago


Cheltenham Gloucestershire, United Kingdom Vistry Group PLC Full time

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.

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
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
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
Microsoft Windows 11
Microsoft Office 365 Admin Centre
Microsoft Active Directory
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.
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.
Work with the department to provide services to all users:
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.
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.
Ensure you have read the Company's health and safety policies and procedures and always observe them.
Wear appropriate protective clothing on site at all times.
Attend all health and safety training as required by the Company.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. 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.


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