Service Desk Analyst (FTC) - Hybrid IT Support Specialist

Willmott Dixon; Watford; Hybrid; GBP 26,000 - 34,000; Full time

Benefits offered by this job

enhanced pension scheme

optional private medical cover

life assurance

Incentive Bonus

Job summary

Willmott Dixon is seeking a Service Desk Analyst on a 12-month fixed-term contract to provide professional IT support to colleagues across the business. The role blends office-based and remote work from our head office and other locations.

You will be the first point of contact, handling incidents and service requests via phone, chat, email and self-service. Strong communication and proactive problem-solving will drive service quality and continuous improvement.

Qualifications

• Experience in a customer service or IT support environment.
• Strong written and verbal communication skills.
• Ability to manage multiple incidents and service requests.

Responsibilities

• Provide professional, customer-focused IT support via telephone, self-service, chat and email.
• Take ownership of incidents and requests from initial contact to resolution with timely updates.
• Troubleshoot and resolve end-user IT issues; escalate complex problems when needed.
• Manage and prioritise workloads using the IT Service Management platform.
• Maintain accurate records of incidents, requests, resolutions and communications.
• Collaborate with IT teams to deliver a consistent support experience.
• Create and maintain knowledge articles to improve service quality.
• Identify recurring issues and contribute to service improvement initiatives.
• Support broader ITSM activities including Incident, Request Fulfilment, Change, Major Incident and Problem Management.

Skills

Customer service

IT support

Incident management

Communication skills

Multichannel support

Tools

ServiceNow

Microsoft 365

Windows 11

Job description

Willmott Dixon is seeking a Service Desk Analyst on a 12-month fixed-term contract to provide professional IT support to colleagues across the business. The role blends office-based and remote work from our head office and other locations.

You will be the first point of contact, handling incidents and service requests via phone, chat, email and self-service. Strong communication and proactive problem-solving will drive service quality and continuous improvement.