IT Service Desk Analyst
IT
An exciting opportunity for an IT Service Desk Analyst to join the established and growing AmcoGiffen team, a specialist construction and engineering organisation with an impressive track record delivering specialist infrastructure maintenance and construction schemes across a variety of sectors including rail, power generation, electricity distribution, flood defence and waterways.
Business Overview
AmcoGiffen’s track record of consistently delivering high quality and innovative solutions have led to our being entrusted with some of the UK’s most exciting and cutting edge infrastructure projects and long term infrastructure maintenance frameworks - cementing our position as contractor of choice in a growing number of areas. We are continuing to deliver high quality for our clients across the UK and have further secured a number of projects and long term Frameworks with key clients.
AmcoGiffen’s project and framework portfolio typically consists of Infrastructure and Capital Delivery projects, Asset Maintenance frameworks, maintenance and renewals of railway and environmental infrastructure including but not limited to; bridge re-construction/replacement, upgrades and refurbishments, station work (platforms etc.), access for all schemes, structures including overbridges and under bridges, tunnels and footbridges, embankments, flood and coastal risk management, mechanical and electrical engineering, fabrication etc. (not an exhaustive list of works/services).
The Role
Reporting to the IT Manager, your position as IT Service Desk Analyst, is responsible for providing day to day support and assistance to users. The person will be a junior member of the team and will operate 1st and 2nd line duties, including but not limited to installing, maintaining, troubleshooting and upgrading computer hardware, software and peripheral equipment.
The role will involve but not be limited to:
* To be the first point of contact for the businesses IT incidents and requests queries, reported through the IT Service Desk, telephone or via email, logging all incidents into the IT service desk incident management system
* Provide 1st and 2nd line support to end users and devices
* Update tickets in the IT Helpdesk with new information or comments to keep the user always informed as to the progress of their issue.
* Assist with identifying reoccurring incidents and notifying the IT Service Desk Supervisor so they can be managed appropriately
* Provide general technical support including physical installation, configuration and support of the associated equipment across the company.
* Install, assemble and configure PCs, mobile hardware and peripherals such as printers, scanner etc. to maximise performance of software and hardware.
* Maintain ownership of user reported issues through to successful completion.
* Respond to issues within agreed SLA’s.
* Escalate tickets to senior members of the IT Team in a timely fashion, making sure they are aware of the full details of the issue.
* Record and track all systems and equipment so that they can be located and accounted for.
* Provide effective problem solving and troubleshooting to all employees through a centralised helpdesk when system failures or errors occur.
* Maintain and build inter-departmental relationships at all levels.
* Maintain a high level of customer service at all times whilst maintaining SLA and KPI’s.
* To keep pace with relevant technology related to our Business / markets.
* Manage Internal Customer Expectations through identifying, understanding and delivering to customer needs.
* Ensuring all IT activities are carried out in accordance with Government Legislation, Company Policy and Procedures where applicable.
* Ensure we comply with GDPR.
Requirements
To excel in this role, you will have previous experience as an IT Service Desk Analyst with experience of the key requirements as mentioned in ‘The Role’ profile outlined above.
* ITIL Foundation – preferred (not essential)
* Experience of set up and installation of various hardware such as laptops, desktops, printers, tablets, mobile phones etc.
* Experience of assisting IT Projects through planning, coordination and implementation.
* Excellent relationship building skills; experienced at gaining trust from various levels of the business
* Self-motivated
* Familiar with the following technologies
o Active Directory
o Microsoft Exchange
o Microsoft Office 365
o Windows 10 & 11 operating system
o Basic understanding of Microsoft Server Technologies
o Basic networking skills (IP/DNS/DHCP/VPN)
o Experience working with HP hardware
* Experience working with Samsung and Android mobile operating system
In return
* Competitive annual salary negotiable dependant on experience
* Company Car or Car Allowance
* 25 days holiday plus bank holidays (increasing with service)
* Company contributory Pension scheme
* Life Insurance
* Westfield Health Cash Plan & Westfield Rewards
* Generous Employee referral scheme
* Support and employee infrastructure embedded in the business as a platform for personal and professional development creating pathways for unrivalled career development and progression opportunities internally.
* Consistent learning opportunities
* A safe place to work
* Employee forum’s that provide a platform for having your voice heard.