Service Desk Analyst
4 weeks ago
Service Desk Analyst - FTC
Willmott Dixon are looking for a Service Desk Analyst to join our busy IT Service Desk Team on a 12 month fixed term contract basis. The Service Desk Analyst will be responsible for providing first class customer service and support to users throughout our business. Our Head Office is located in Letchworth Garden City. The role will be hybrid or remote working but there will be a few occasions when you are required to come into the office.
Why should you apply to Willmott Dixon? Our talented IT team have worked tirelessly throughout the last few years to provide the business with a best in class IT service that has kept the business running in the face of the challenges that have been thrown at us. They are a great team to work with and would describe themselves as: -
• Flexible
• Fun
• Uncomplicated
• Genuine and friendly
• Innovative and keen to improve
• Responsive to customer needs
Not only are they a genuinely nice bunch of people, they are also passionate about ensuring that the business has the technical toolset that they need to stay ahead of the competition. This means that the business has invested heavily within IT over the last couple of years and will continue to do so throughout 2023 and beyond
The Project
Our customers are really important to us and we strive to provide our customers with the best experience possible with every contact that they have with the team. Within this role you will be the first point of contact with our end users, you will be the face / voice of IT and you will be working with customers to provide timely solutions to their technical issues.
With this in mind, we are looking for people that have exceptional customer service skills with a desire to help people and to provide a solution to their problem. You will ideally be a fast learner with an interest in IT and technology and a desire to add to your technical skills and knowledge. Previous experience within an IT based role is not required for this role, we will provide the training and support that an individual may require to be successful in this position.
Contact will be made via 4 channels, telephone, self-service, chat and e-mail. The expectation is for most contacts to be resolved at the desk.
In addition to providing this service to end users this individual will also need to have the ability to work within other IT teams needed, within reason.
Essential and Desirable Criteria
Essential Criteria
· Previous experience within a customer service focused role
· Strong written and spoken communication skills with the confidence to articulate issues with all seniority levels, from entry level to C suite members.
· Telephone based customer support.
· Prioritisation and organisation skills to control the allocation and flow of incoming Incidents.
· The ability to use available resources to aid problem solving.
· Ability to be self-directed with initiative and to be able to solve practical problems with limited supervision.
Desirable Criteria
· Familiar with ITIL principles
· Knowledge of Microsoft 365 and Windows 11
· Previously worked on an IT service desk
· Knowledge of ServiceNow ticketing system
Personal Qualities
Additional Information
Willmott Dixon embraces diversity in the workplace and will consider flexible and agile working. We are a disability confident employer.
Benefits:
In return we reward our people generously with a competitive package that gives you flexible benefits to fit your lifestyle and priorities. This includes but is not limited to, an enhanced pension scheme, full / heavily discounted private medical, life assurance, incentive bonus and a car scheme which will make us a market leader in sustainable company travel. Applicable roles will benefit from a motoring expenditure allowance (MEA) and everyone can access a new generation of low carbon and electric cars via the Willmott Dixon run car leasing scheme.
About Us
With 170 years of rich history, Willmott Dixon’s purpose beyond profit is to deliver brilliant buildings, transform lives, strengthen communities, and enhance the environment so our world is fit for future generations. Ensuring that we add lasting value to the neighbourhoods we work in; our values, people, innovation, partnerships and focus on sustainability has allowed us to build a successful and trusted privately owned business where our people can thrive.
Construction is changing and we are at the forefront of that change. Pioneering new ways to build, innovating the way construction is viewed and establishing ourselves as one of the top employers in any industry. It truly is an amazing company in one of the most exciting industries with a vast array of professional career paths.
Willmott Dixon has recently been awarded No 1 in the Best "Big"Companies (2022) to work for and already holds the Times Top 50 Employers for Women 2022 and is the first major contractor and developer to win a King’s Award for Enterprise in the category of sustainable development
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