Service Desk Analyst

Vistry Group; Cheltenham; Hybrid; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Annual bonus

Agile working

33 days leave

Private healthcare

Parental leave

Pension scheme

Life assurance

Share schemes

Rewards portal

Job summary

Vistry Group plc in Cheltenham is seeking a Service Desk Analyst to join Vistry Services. You will provide first and second line support, resolve incidents on first call where possible, and escalate more complex issues to appropriate teams.

The role supports agile working arrangements and offers a competitive package with benefits including private healthcare, generous leave, and a pension scheme.

Qualifications

• Previous experience in a customer service role within the IT sector.
• Experience on a Service Desk.
• Excellent written & oral communication skills, ability to influence others at all levels. Background knowledge of ITSM tool.
• Some knowledge of IT peripherals like printers, Meraki hardware and iPhones/iPads.
• Excellent customer service skills and interpersonal skills both face to face and over the phone.
• Hold a full UK driving license.

Responsibilities

• Log incidents by phone into 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.
• May require the delivery of new equipment (Laptops, Printers, iPhone/iPads & Tablets).
• Travel to regional & site-based offices when required (Transport may be provided).
• Provide 1st line support on all allocated tickets.
• Update, process and maintain documentation.

Skills

Customer service

ITSM knowledge

Service Desk experience

Communication skills

Under pressure

Driving licence

Tools

ITSM tool

Windows 11

Office 365 Admin Centre

Active Directory

Job description

In a Nutshell

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.

Lets cut to the chase, whats 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
• Private Healthcare
• Enhanced maternity, paternity and adoption leave
• Competitive contributory pension scheme
• Life assurance 4 x your annual salary
• Share incentive schemes
• 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 customer service skills
• Excellent interpersonal skills both face to face and over the phone
• Ability to work under pressure
• Hold a full UK driving license

Desirable

• 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 Companys 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, lets tell you a bit more about us

Were Vistry Group, the UKs 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 theyre needed most.

Youre 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 theres nowhere better to build your career. Were 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.