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Service Desk Analyst
2 months ago
About the Role
We are seeking a highly skilled and experienced Service Desk Analyst to join our team at Vistry Group PLC. As a Service Desk Analyst, you will be responsible for providing exceptional customer service by resolving technical issues and providing support to our users.
Key Responsibilities
- Log and manage technical incidents and requests in our ticketing system.
- Provide first and second-line technical support to users via phone, email, and other communication channels.
- Develop and maintain self-service documentation to assist users in resolving common issues.
- Escalate complex technical issues to other teams within the department for resolution.
- Work with the Service Desk team to reduce repeatable incidents and improve overall service delivery.
- Provide training and support to end-users and other members of the IT department as required.
- Adhere to IT security policies and procedures at all times.
- Communicate with other members of the IT department to ensure internal service level agreements are met.
Requirements
- Previous experience in a customer-facing technical support role.
- Excellent communication and interpersonal skills.
- Ability to work under pressure and prioritize tasks effectively.
- Knowledge of IT service management principles and practices.
- Experience with IT service management tools and technologies.
- Ability to learn and adapt to new technologies and processes.
About Vistry Group PLC
Vistry Group PLC is a leading provider of affordable mixed-tenure homes in the UK. Our core values of integrity, caring, and quality shape all we do, and our partnership-led approach helps us build sustainable communities where they're needed most.
We offer a range of benefits to our employees, including competitive salaries, annual leave, pension scheme, and volunteer days. We value our employees and invest in their future, providing training and development opportunities to help them thrive in their careers.
