System Analyst

CITB; Bircham Newton; On-site; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Free lunch onsite

Subsidised coffee onsite

Free parking on site

Onsite gym at Bircham Newton

25 days holiday plus bank holidays

Pension up to 9% employer contribution

Life assurance 4x salary

Volunteer days

Job summary

CITB is seeking a Service Desk Analyst to be the primary 1st line support for IT systems and environments. You will handle incidents and requests via ServiceNow, log and prioritise tickets, and escalate where required while ensuring users are informed of progress.

The role is full-time at 35 hours per week, based on site in Bircham Newton, earning £25,586 per annum with a supportive pension and training opportunities. Shortlisted candidates will be contacted in due course.

Qualifications

• Experience providing 1st line IT support to end users.
• Familiar with ServiceNow ticketing and incident handling.
• Strong troubleshooting for desktops, laptops, and apps.
• Good customer service mindset and communication skills.
• Awareness of security best practices.

Responsibilities

• Act as the first line of IT support via phone, email, or ServiceNow.
• Log, categorize, and prioritise incidents and service requests.
• Diagnose and resolve issues with desktops, laptops, and apps.
• Escalate complex issues to 2nd/3rd line as needed.
• Maintain knowledge base articles and documentation.
• Adhere to SLAs and service standards.

Skills

First-line support

Incident logging

Troubleshooting

Customer service

IT security awareness

Education

ITIL certification

Tools

ServiceNow

Microsoft 365

Active Directory

Azure

Job description

This role focuses on being the primary agent responsible for 1st Line support of IT systems and environments. It provides the 1st point of contact for CITB end-users seeking technical assistance. This will be through handling incoming requests or incidents raised from end-users via email, over the phone or directly through our incident and request portal, ServiceNow. The Service Desk Analyst can troubleshoot or resolve IT issues across Hardware, Software, and Network connectivity issues. The Service Desk Analyst will maintain incident and service request records and escal"ate any incident or request to 2nd line or to other IT agents as required.

Hours of Work: Full-time (35 hours per week)

Grade: TM1

Target Salary: £25,586 per annum

Location: Bircham Newton – based full time on site

Provisional Interview Dates: w/c 7th September 2026

What you’ll be doing:

• Act as the first line of support for IT-related queries via phone, email, or our ticketing system ServiceNow
• Log, categorise, and prioritise incidents and service requests, either to resolve at first-line or to escal"ate to others in IT
• Be able to diagnose and resolve technical issues related to desktops, laptops, mobile devices, and other applications
• Escalate more complex issues and tickets to 2nd or 3rd line support teams as necessary
• Follow up with users to ensure issues are fully resolved, or the user is informed of progress and any subsequent actions
• Maintain and update knowledge base articles and documentation
• Ensure adherence to SLAs and service standards
• Experience with enterprise-scale deployments of 1000+ user-base
• Some knowledge or an appreciation of compliance frameworks, examples, CE+, ISO 27001, ITIL
• Familiarity with working in a Service Desk environment using ITSM third-party management tools to manage and update tickets
• Some technical knowledge or an appreciation of enterprise level computing, mobile devices, Microsoft tool set (Azure, Office365, OS Windows 11)
• Customer service skill set to provide customer support services in a professional and efficient manner
• Problem solving capability by having a curious, investigative mind set
• IT certifications: ITIL or something similar
• Basic knowledge or appreciation of Network concepts
• Some knowledge or appreciation for AD, AAD and other logon concepts such as SSO
• Some knowledge of cybersecurity best practice
• Able to support onboarding/offboarding processes, including account setup and equipment provisioning
• Monitor system alerts and respond proactively to potential issues
• Free onsite lunch at NCC sites
• Subsidised Costa Coffee on site at NCC Bircham
• Free onsite parking
• Free onsite gym at Bircham Newton
• 25 days holiday + bank holidays
• 3 additional days Christmas shutdown
• Generous pension scheme (up to 9% employer contribution)
• Life assurance (4x salary)
• 2 paid volunteering days per year
• Professional development & funded training qualifications
• Employee Assistance Programme
• Be part of a respected organisation shaping the future of UK construction

Closing Date

Please note that we reserve the right to close the vacancy prior to the stated closing date. Applications will be reviewed on an ongoing basis, therefore early applications are encouraged to avoid disappointment.

Safer Recruitment – Incidental

CITB is committed to safeguarding and promoting the welfare of vulnerable adults, children and young people. Candidates must be willing to undergo the requisite pre-employment vetting checks and procedures, including checks with past employers and the Disclosure and Barring Service. A basic DBS is required for this post.

During the shortlisting process, CITB may consider carrying out an online search on shortlisted candidates as part of its due diligence.

Artificial Intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action.

We are committed to equal opportunities and recruit based on merit, skills and experience.