Service Desk Analyst
Hinckley/Huthwaite
An opportunity has arisen for a Service Desk Analyst to join the team at Galliford Try. Ideally you will be based close to either Hinckley or Huthwaite, as this is where our office base is.
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’s 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, record and classify in the Service Desk tool.
* 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.
About You:
A key aspect of the role is communication with customers, suppliers and the organisation where needed. Being clear and concise and managing expectations by providing a quality customer service experience. This will entail taking ownership of any issues, finding resolutions, and keeping the customer always informed.
As a customer facing representative of IT you must demonstrate a ‘can do’ attitude allowing IT to be a true enabler to the business. It is an essential part of the role to be highly customer focused, removing problems from the customer and managing them through to a successful conclusion.
We'd also like you to have:
* A flexible working approach
* The ability to work in a fast-paced environment with a varying workload
* The ability to work well within a team environment
What We Can Offer in Return:
With an impressive order book of over £3.2 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.
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 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 us:
Named Contractor of the Year by the Water Industry Awards, Galliford Try is one of the UK’s leading construction businesses 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.
For more information on this role or to enquire about other positions available within our Group Services Division please contact Emily Bunniss on emily.bunniss@gallifordtry.co.uk.
Additional Information:
Galliford Try welcomes applications from candidates who would like to work full-time, part-time and/or flexibly and this will be discussed in more detail as part of the recruitment process.
We encourage you to apply even if you don't meet every requirement of the role, as we are committed to building a diverse, inclusive and authentic workplace.
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