OverviewService Desk Analyst

– Group Services,

Galliford Try . Hinckley area. An opportunity has arisen for a

Service Desk Analyst

to join the team at Galliford Try. Ideally you will be based close to the Hinckley area.

What you will be doing

Act as a single point of contact to all customers for all IT related queries

Answer telephone calls in a timely manner in accordance with SLA

Handle email and web portal contacts in a timely manner in accordance with SLA

Update customer incidents, requests and queries, ensuring they are up-to-date and current

Record and classify all incidents in the Service Desk tool

Perform initial support, investigation, and diagnosis, recording all actions taken

Ensure all requests raised follow the standard pre-defined processes, and are recorded and classified in the Service Desk tool

Where incidents cannot be resolved first time, assign and coordinate with 2nd and 3rd line, including 3rd party service suppliers, to attain resolution within SLA and to customer satisfaction

Take ownership, monitor, and communicate updates and resolution to all relevant parties

Where requests cannot be resolved first time, assign and coordinate with 2nd and 3rd line, including 3rd party service suppliers, to attain resolution within SLA and to customer satisfaction

Record and update the CMDB with all hardware and software assets within the company

Process all new starters and leavers within the company, creating and removing accounts where applicable

Update customer information within any relevant system as required

Act as a point of contact for the business and 3rd parties

Ensure all security incidents follow the standard incident process as detailed above

Analyze incidents as they are reported to identify recurring or potential problems

Conduct reviews of incidents over time and highlight any recurring trends

Update and review the Known Error database

Update or record articles in the knowledge base

About you

Previous experience of working in a similar role

Flexible working approach

Ability to work in a fast-paced environment with a varying workload

Ability to work well within a team environment

Confident use of Microsoft packages

What we can offer in returnWith an impressive order book of over £3.8 billion we are one of the industry’s leading principal contractors, affording you the opportunity to work on some of the UK’s most exciting projects offering you stability as well as the chance to stretch your capabilities and realise long held career goals. You will be joining diverse teams working at a high professional level with exceptional levels of commitment. With an ambitious strategy, we’re poised for further growth and success, so if you’re committed, talented and enthusiastic, Galliford Try is the right place for you.

We are committed to maintaining the physical and mental wellbeing of all our people, through our Be Well programme which offers discounts on certain products, advice and support for a range of issues. We invest in high-quality training for employees of all levels, from our leadership development framework to our apprenticeship programmes. Through our Career Paths initiative, individuals receive tailored training and support to fulfil their potential. Our Agile Working programme empowers you with flexibility in when, where and how you work. Where appropriate, site and office-based employees can take advantage of a wide variety of working practices, offering different amounts of structure, regularity and flexibility to suit your needs as well as those of your wider team.

Our benefits

Generous holiday entitlement, increasing with years of service, plus the opportunity to purchase further holidays

A wide range of corporate discounts

Cycle to Work schemes

Comprehensive pension plan

Regular Save as You Earn share purchase scheme

Private medical scheme options are available for all salaried employees and our employee assistance programme also provides free 24/7 support to those who need it

Paid for yearly membership to one recognised professional association relevant to your role

About usGalliford Try is one of the UK’s leading construction groups with a vision to continuously be a people-orientated, progressive business, driven by our values to deliver lasting change for our stakeholders and the communities we work in. Our purpose is to improve people’s lives through building the facilities and infrastructure that communities need, providing opportunities for our people to learn, grow and progress, working with our supply chain to promote the very best working practice and caring for the environment in which we work.

We do this by holding true to our values, delivering excellence for our clients and the community, being passionate about our role in providing vital services, putting integrity at the heart of our business by doing the right thing, and collaborating with our clients, supply chain and stakeholders to deliver lasting change and long-term value.

For more information on this role or to enquire about other positions available within our Group Services business please contact Chloe Phillips on chloe.phillips@gallifordtry.co.uk.

Additional informationGalliford Try welcomes applications from candidates who would like to work full-time, reduced hours or flexibly and this will be discussed in more detail as part of the recruitment process. We encourage, and would be grateful if, you could confirm any requirements we can reasonably fulfil to make this application a positive experience for you.

Don’t meet every requirement of the role? Studies have shown that some people are less likely to apply for jobs unless they meet every single qualification. At Galliford Try, we are committed to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every requirement of the role, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

As a Disability Confident employer, we have committed to offer an interview to any candidate with a long-term health condition or disability that meet the essential criteria for the advertised position. Please contact the Resourcing Partner listed within the job advert if you believe this applies to you. We will also take the opportunity to discuss any adjustments required for your interview.

A full job description for this role is available upon request.

About The TeamGroup Services help our businesses be the best they can be. We provide professional support services, using the specialist knowledge of our dedicated teams and bespoke technology to serve our businesses. We empower, advise and enable across the core disciplines of HSandS; HR; Finance, Tax and Treasury; IT; Company Secretariat and Legal; Communications; Risk and Audit; Shared Service Centre; Procurement; Property and Fleet.

Seniority level

Entry level

Employment type

Full-time

Job function

Information Technology

Industries

Construction, Civil Engineering, and Utilities

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