Service Desk Analyst

Vistry Group PLC; Bishop's Cleeve; Hybrid; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Annual bonus

Agile working

33 days leave including bank holidays

Enhanced family leave

Pension scheme

Life assurance 4x salary

Employee rewards portal

Job summary

Vistry Group PLC, the UK's leading provider of affordable homes, is seeking a Service Desk Analyst to join Vistry Services at our Cheltenham office. You will resolve incidents on first contact and escalate where needed, delivering excellent customer service and maintaining clear communication with users.

This role offers agile working arrangements and a competitive package, including annual bonus, generous leave, pension, life assurance, and access to employee benefits.

Qualifications

• Experience in customer service within the IT sector.
• Ability to manage incidents via a ticketing system and communicate effectively.

Responsibilities

• Log incidents by phone into the ticketing system.
• Ensure correct categorisation and prioritisation of tickets.
• Maintain user communication on progress of tickets.
• Escalate tickets to other teams when required.
• Develop self-service documentation and contribute to knowledge base.

Skills

First/second line support

Customer service

ITSM tool

Windows 11

Active Directory

Printers/Meraki/iPhones/iPads

Communication skills

Driving licence

Tools

ITSM tool

Job description

We have an opportunity for a Service Desk Analyst to join our team within Vistry Services, at our Cheltenham office. As our Service Desk Analyst, you will provide outstanding customer service by resolving incidents on first call utilising 1st and 2nd line support knowledge and capability. Any issues that cannot be resolved should be escalated to the appropriate support team within the department to resolve.

We are pleased to say, this role can accommodate agile working arrangements.

Let's cut to the chase, what's in it for you...

• Competitive basic salary and annual bonus
• Agile working possible (dependent on role)
• Up to 33 days annual leave plus bank holidays
• Enhanced maternity, paternity and adoption leave
• Competitive contributory pension scheme
• Life assurance - 4 x your annual salary
• Employee rewards portal with many more benefits...

In return, what we would like from you...

• Behave in line with our company values - Integrity, Caring and Quality
• Previous experience in customer service role within the IT sector
• Experience on a Service Desk
• Excellent written & oral communication skills, ability to influence others at all levels A background knowledge of ITSM tool
• Some knowledge of IT peripherals like printers, Meraki hardware and iPhones/iPads
• Excellent interpersonal skills both face to face and over the phone
• Ability to work under pressure
• Hold a full UK driving license
• Ability to quickly learn & understand user requirements
• A desire to learn and grow within the team
• Ability to work on own initiative
• Microsoft Windows 11
• Microsoft Office 365 Admin Centre
• Microsoft Active Directory
• Strong organizational and administration skills
• Team player
• Professional attitude
• Friendly, flexible and helpful attitude
• Willingness to share knowledge with others

More about the Service Desk Analyst role...

• Work with the Service Desk team:
  • Log incidents by phone in to our ticketing system.
  • Ensure the ticket is correctly categorized and prioritized.
  • Demonstrate excellent communication skills over telephone & email.
  • Develop and maintain self-service documentation.
  • Responsible for keeping the user informed on the progress of their support ticket.
  • Escalate tickets where required to other teams within the department
  • Work with the team to reduce repeatable incidents.
• Work with the department to provide services to all users:
  • May require the Delivery of new equipment (Laptops, Printers, iPhone/iPads & Tablets).
  • Maintain users (Account Configuration, Starters & Leavers, Support New Starters).
  • Travel to regional & site-based offices when required (Transport may be provided).
• Support and troubleshoot services and components:
  • Provide 1st line support on all allocated tickets.
  • Update, process and maintain documentation.
• Communicate and elevate known/reoccurring issues to the Service Desk Manager.
• Provide training to end users and other members of IT staff as required.
• Adhere to the IT Security Policy at all times.
• Communicate with other members of the IT department to ensure internal SLAs are met.
• Attend departmental meetings as required, contributing as necessary.
• Provide regular updates on progress to relevant teams and individuals.
• Have strong written and verbal communication to provide the right response and information.
• Ensure you have read the Company's health and safety policies and procedures and always observe them.
• Ensure your workplace is kept tidy and any hazards are eliminated or reported to your line manager.
• Wear appropriate protective clothing on site at all times.
• Attend all health and safety training as required by the Company.

Finally, let's tell you a bit more about us...

We're Vistry Group, the UK's leading provider of affordable mixed-tenure homes. Our core values of integrity, caring, and quality shape all we do; our partnership-led approach helps us build sustainable communities where they're needed most.

You're probably familiar with our unmatched portfolio of brands: Linden Homes, Bovis Homes, and Countryside Homes. We also have Vistry Works, our timber frame manufacturing operation, and Vistry Services, our support functions. Together, we build more than homes, so there's nowhere better to build your career. We're proud that our culture sees everyone treated fairly and respectfully, with diversity and inclusion a top priority and reasonable adjustments provided during the application process. Join us in making Vistry.