IT Service Desk Analyst

**About the role**

Balfour Beatty has an exciting opportunity for an **IT Service Desk Analyst** to join our Enabling Functions team to work in **Newcastle Upon Tyne.**

Role purpose
- To provide End User Service Desk support to a demanding internal business community. Operating within a multi layered service desk team, delivering exceptional customer service and support to the end customer and IT colleagues.
- Working to SLAs/KPIs and responsible for technical resolution of incidents and requests providing end to end case ownership.

**What you'll be doing**

As an IT Service Desk Analyst, your main responsibilities are as follows:

- Answer inbound calls, live chat and self-service requests; document, prioritise, assign, track and respond to incidents and requests in a timely manner;
- 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;
- Operate within a shift rota between the hours of 7am - 6pm MonFri. On-call and weekend working optional at additional rates;
- 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 7/10, 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;
- Use of digital technology in the construction industry;
- Mobile device management including Intune;
- Chat bots.

**Why work for us**

Day in, day out, our teams deliver amazing projects in challenging conditions; developing, managing and maintaining the vital infrastructure and public spaces that modern economies, societies and communities rely on.

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

**About us**

Balfour Beattys Enabling Functions includes our centralised HR, IT, Procurement, Finance, Health & Safety, Sustainability and Comms teams. Together we support Balfour Beatty to deliver projects on behalf of our clients. We operate according to our Buildto Last values of Lean, Expert, Trusted, Safe and Sustainable.

We support each other to deliver and succeed, placing equal value on all perspectives by embracing diversity and inclusion. Together we deliver powerful new solutions, collaborating with governments, our customers and partners to shape thinking, create skylinesand inspire a new generation of talent to be the change-makers of tomorrow.

Balfour Beatty is a corporate signatory to WISE (Women in Science & Engineering). Our aim is to attract more people from diverse backgrounds to help us build on our inclusive culture. We are a member of the workingmums.co.uk Top Employers' Charter throughwhich we demonstrate our commitment to enabling parents to progress and enhance their careers whilst managing the challenges of family life.