Service Desk Analyst - FTC

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 looking for a customer-focused and proactive Service Desk Analyst to join the IT team on a 12 month fixed term contract. This is an exciting opportunity to play a key role in delivering a professional, responsive, and high-quality IT support service to colleagues across the business.

Working in a hybrid environment, with a mixture of office based at our Head Office in Letchworth Garden City and remote working. You'll be the first point of contact for colleagues seeking IT support. You'll provide assistance through telephone, self-service, chat, and email channels, helping to ensure a seamless technology experience across the organisation.

If you're passionate about technology, enjoy problem-solving, and take pride in delivering excellent customer service, we'd love to hear from you.

Key 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.

Essential and Desirable Criteria

Essential Criteria

• Experience in a customer service or IT support environment, with strong written and verbal communication skills.
• Good technical understanding and troubleshooting skills, with the ability to diagnose and resolve 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.

Desirable Criteria

• Previous 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.

Attributes

• Customer focused and service driven.
• Proactive and solutions orientated.
• Strong communicator and relationship builder.
• Organised, resilient, and accountable.
• Committed to continuous improvement and professional development.
• Adaptable and resilient.

Additional Information

In return for your hard work, we offer a competitive package that includes flexible benefits to suit your lifestyle and priorities. This includes an enhanced pension scheme, optional private medical cover, life assurance and an Incentive Bonus.

At Willmott Dixon, we provide an inclusive and flexible working environment for people to thrive in and are happy to support agile working wherever possible.

We are a proud member of the Disability Confident Scheme.

About Us

With over 170 years of rich history, Willmott Dixon's purpose is beyond profit; delivering brilliant buildings, transforming lives, strengthening communities and enhancing the environment so our world is fit for future generations. Ensuring that we add lasting value to the neighbourhoods we work in; our values, people, innovation, partnerships and focus on sustainability has allowed us to build a successful and solid privately owned business where our people can thrive.

Willmott Dixon was recognised by The Sunday Times as one of the Top 10 "Big" Companies to Work For in 2025, named among the Times Top 50 Employers for Gender Equality in 2024, and ranked in the Top Five of Europe's 1,000 best workplaces by the Financial Times in 2025. Willmott Dixon is also the first major contractor and developer to win a King's Award for Enterprise in the category of sustainable development.