Customer-Focused IT Service Desk Analyst (12-Month Contract)

Consortium; Letchworth; Hybrid; GBP 27,000 - 34,000; Full time

Benefits offered by this job

Enhanced pension scheme

Private medical cover

Life assurance

Incentive Bonus

Job summary

Willmott Dixon is seeking a customer-focused and proactive Service Desk Analyst to join the IT team on a 12-month fixed term contract. This role operates in a hybrid environment with a mix of head office work in Letchworth Garden City and remote work, and serves as the first point of contact for colleagues seeking IT support.

You will provide assistance through telephone, self-service, chat, and email channels, helping to ensure a seamless technology experience across the organisation.

Qualifications

• Experience in a customer service or IT support environment with strong written and verbal communication skills.
• Good technical understanding and troubleshooting skills for common end-user IT issues.
• Ability to manage and prioritise multiple incidents and service requests effectively.
• Confident providing customer support over the telephone and through digital channels.
• Strong customer service and interpersonal skills.
• Able to work independently, use initiative and take ownership of issues.
• Good organisational skills and attention to detail.
• Experience working within an IT Service Desk.
• Experience using an IT Service Management platform such as ServiceNow.
• Knowledge of Microsoft 365 and Windows 11.
• Understanding of ITIL principles or ITIL Foundation certification.

Responsibilities

• Provide professional, customer-focused IT support through telephone, self-service, chat, and email channels.
• Take ownership of incidents and service requests from initial contact through to resolution, ensuring customers receive timely updates throughout.
• Troubleshoot and resolve a wide range of end-user IT issues, escalating complex problems to specialist teams when required.
• Manage and prioritise workloads effectively using the IT Service Management platform.
• Maintain accurate records of incidents, requests, resolutions, and customer communications.
• Collaborate with Digital Workplace and wider IT teams to deliver a consistent and seamless support experience.
• Create, utilise, and contribute to knowledge articles that improve service quality and support efficiency.
• Identify recurring issues and trends, contributing to continuous service improvement initiatives.
• Support wider IT Service Management activities, including Incident Management, Request Fulfilment, Change Management, Major Incident Management, and Problem Management.

Skills

Customer service experience

IT support experience

Strong written and verbal\ncommunic

Troubleshooting

ServiceNow

Microsoft 365

Windows 11

ITIL principles

Tools

ServiceNow

Job description

Willmott Dixon is seeking a customer-focused and proactive Service Desk Analyst to join the IT team on a 12-month fixed term contract. This role operates in a hybrid environment with a mix of head office work in Letchworth Garden City and remote work, and serves as the first point of contact for colleagues seeking IT support.

You will provide assistance through telephone, self-service, chat, and email channels, helping to ensure a seamless technology experience across the organisation.