Service Desk Analyst jobs in United Kingdom

BAM UK & Ireland is recruiting an experienced IT Service Desk Analyst. This position can be based from our Hemel Hempstead, Camberley, and Kilsyth offices. BAM operates a flexible working policy.

The IT Service Desk Analyst will report directly to the IT Service Desk Manager and will ensure effective and efficient delivery of all user-based assets, all third-party and associated asset services to support the goals of BAM’s digital vision within the UK. The IT Asset Management Analyst is responsible for managing BAM’s digital assets, both hardware including laptops, desktops, tablets, mobiles, printers, and video conferencing equipment, and software through its lifecycle. You will act as a focal point for responding to asset management queries and escalations from the business and other key stakeholders and collaborate with other IT foundation teams. You will be based at the Hemel Hempstead, Camberley, or Ireland office with some requirement to travel to other sites/offices when required. Interfacing incidents, requests, and problems impacting the delivery of BAU services. Identifying and suggesting improvements to the process and procedures used by the Service Desk and any trends or recurring issues that have been identified.

1. Global Asset Management Strategy: Support the IT Service Desk Management team in coordinating and providing local IT services within the UK, aligned with local business requirements and the One BAM IT Strategy.
2. IT processes: Implement and maintain uniform global end-to-end service delivery processes based on ITIL and supported with the ITSM tooling.
3. Operational excellence: Identify areas for improving the user-based asset services experience and work with key stakeholders to execute improvements with key support processes. This includes, but is not limited to implementing and optimizing the One BAM service desk tool for the IT Service Delivery team and end-users.
4. Analytics: Track and report local key metrics regarding service desk performance based on business agreed SLAs and take appropriate action when needed.
5. Innovation: As a team member, provide input into operations for global and local IT Asset Management to help drive the optimization of architecture, services, and solutions.
6. Relationship: Maintain customer and local vendor relationships by conducting regular service reviews, issue escalation, and resolution based on business agreed SLAs.
7. Financial: Coordinate the procurement and management of all user-based assets including hardware, software, and services contracts ensuring that all expenditure is transparent, controlled, and measured, in line with global procurement policy and leveraging global contracts where applicable.

• Candidate will have a Third Level qualification in IT or relevant experience.
• At least 2 years’ experience in providing and supporting IT Asset Management.
• Experience in managing and coordinating workloads through ITSM tooling.
• ITIL Foundation qualification/experience preferable.
• Agile qualification/experience beneficial.
• Business fluency in English is essential (written and verbal).
• Committed to ongoing personal and professional development.

A challenging and continuously changing environment in a forward-thinking organisation. In addition to an attractive salary and benefits package, we support further personal growth and development.

People are at the heart of what we do at BAM. We recognise that creating a diverse and inclusive environment that nurtures our employees and encourages them to bring their best and whole self to work is crucial. We’re on an exciting journey to get us there by recruiting the very best talent to join us regardless of race, colour, religion, national or ethnic origin, sexual orientation, gender identity or expression, age, disability or other characteristics.
Be you! Join us today, so we can achieve amazing things together and build a sustainable tomorrow.

The art of building is about building for communities; it’s about building for life. Where others stop, we go further, leading the way towards a sustainable tomorrow for us and future generations. As an industry leader, we raise the bar. Our values: sustainable, inclusive, collaborative, reliable, and ownership, enable us to achieve our ambitions. Today, tomorrow, and every day.

BAM is committed to ensuring a fully inclusive recruitment and onboarding process, so if at any time you feel we need to do something to make it more accessible to you, do not hesitate to speak with one of our team, and we will do our best to support you.
Closing date for this role is 14th April 2025.