Hybrid IT Service Desk Analyst — Customer-Focused Support

Willmott Dixon; Letchworth; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Enhanced pension

Private medical cover

Life assurance

Incentive bonus

Flexible benefits

Job summary

Willmott Dixon is seeking a Service Desk Analyst to join the IT team on a 12-month fixed term contract. You will be the first point of contact for colleagues, providing IT support across multiple channels in a hybrid environment at Head Office, Letchworth Garden City and remote work.

You will handle incidents from initial contact to resolution, using best practice ITIL processes and contributing to knowledge articles to improve service quality.

Qualifications

• Experience in a customer service or IT support environment.
• Strong written and verbal communication skills.
• Ability to diagnose and resolve common end-user IT issues.
• Capable of managing multiple incidents and requests.
• Confident handling telephone and digital support channels.

Responsibilities

• Provide professional, customer-focused IT support via telephone, self-service, chat and email.
• Own incidents and service requests from initial contact to resolution with timely updates.
• Troubleshoot and resolve a wide range of end-user IT issues; escalate when needed.
• Manage and prioritise workloads using the IT Service Management platform.
• Maintain accurate records of incidents, requests, resolutions and communications.
• Collaborate with Digital Workplace and IT teams to ensure a consistent support experience.
• Create and contribute to knowledge articles to improve service quality.
• Identify recurring issues and contribute to continuous improvement.

Skills

Customer service

IT support

Communication

Troubleshooting

Own initiative

Organisational skills

Education

Bachelor's degree or equivalent

Tools

ServiceNow

Microsoft 365

Windows 11

Job description

Willmott Dixon is seeking a Service Desk Analyst to join the IT team on a 12-month fixed term contract. You will be the first point of contact for colleagues, providing IT support across multiple channels in a hybrid environment at Head Office, Letchworth Garden City and remote work.

You will handle incidents from initial contact to resolution, using best practice ITIL processes and contributing to knowledge articles to improve service quality.