Service Desk Specialist – 1st/2nd Line Support

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

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.