Hybrid IT Service Desk Analyst (12-Month FTC) - Benefits

Willmott Dixon Group; Letchworth; Hybrid; GBP 25,000 - 32,000; Full time

Benefits offered by this job

Enhanced pension scheme

Private medical cover

Life assurance

Incentive Bonus

Job summary

Willmott Dixon Group in the United Kingdom is seeking a customer-focused Service Desk Analyst to join the IT team on a 12-month fixed-term contract. The role is hybrid, split between our Head Office in Letchworth Garden City and remote work, handling IT support requests from colleagues across the business.

You will be the first point of contact, providing multi-channel support, taking ownership of incidents, and working with IT teams to ensure timely resolutions.

Qualifications

• Experience in a customer service or IT support environment with strong communication skills.
• Good technical understanding and troubleshooting ability for common end-user IT issues.
• Ability to manage multiple incidents and service requests with prioritisation.

Responsibilities

• Provide professional IT support via telephone, self-service, chat and email.
• Take ownership of incidents and service requests from contact to resolution.
• Troubleshoot and resolve end-user IT issues; escalate complex problems as needed.
• Manage workloads using the IT Service Management platform.
• Maintain accurate incident and request records.
• Collaborate with IT teams to deliver a consistent support experience.
• Create and contribute to knowledge articles to improve service quality.
• Identify recurring issues and support continuous service improvement.
• Support IT Service Management activities such as Incident, Request Fulfilment, and Change Management.

Skills

Customer service

IT support

Strong communication

Troubleshooting

Multi-channel support

Tools

ServiceNow

Microsoft 365

Windows 11

Job description

Willmott Dixon Group in the United Kingdom is seeking a customer-focused Service Desk Analyst to join the IT team on a 12-month fixed-term contract. The role is hybrid, split between our Head Office in Letchworth Garden City and remote work, handling IT support requests from colleagues across the business.

You will be the first point of contact, providing multi-channel support, taking ownership of incidents, and working with IT teams to ensure timely resolutions.