Description and requirements
We are looking for a IT Service Desk Analyst to join our IT team in Hertfordshire.
Working as an IT Service Desk Analyst you will provide 1 st line technical support to Skanska UK employees. The role is desk based and involves being logged onto the telephone system and logging incoming calls via emails. You will be expected to manage the logging and resolution of IT technical faults and enquires, monitoring progress and keeping customers appraised of events
You'll: Log, track and resolve incoming incidents and service requests from end users via telephone, portal, email and walk-ins.
• Identify and carry out any immediate corrective action that can resolve or contain the issue directly. Using technical and problem solving skills to resolve 70-80% of all incoming calls.
• Accurately record all call details onto the IT Service Management tool, making sure all customer details are checked and updated where necessary.
• Monitor and escalate progress to the severity of the issue as appropriate.
• Utilize diagnostic tools, FAQ's and knowledge bases to aid in troubleshooting.
• Co-ordinate the assignment of 2 nd and 3 rd line issues to the appropriate team for speedy resolution.
We are looking for: To be considered for this role, you must have proven experience in an IT service support environment, which includes experience of administering and providing support for the following:
- Microsoft Windows 10 operating systems.
- Support deployment, management and support of Microsoft Office 365.
- Web applications.
- PC, Laptop and Printer hardware.
- iPhones and iPads.
- Active Directory services.
Able to work in a fast-paced environment that is intent on delivering solutions to its customers in a timely manner.
Demonstrate commitment to service quality and customer focus.
Equal opportunities We thrive through embracing differences, whether they be social backgrounds, ethnicity, disability, gender identity or expression, age, religion, sexual orientation and any other protected characteristic - we know that diversity opens a rich potential for new ways of thinking, helping us to build successful and high-performing teams. We call it Naturally Skanska.
Flexible working We welcome you to ask about flexibility at interview stage and we will explore what is possible for the role.
Reasonable adjustments We would like you to perform at your best at every stage of our recruitment process. Please contact us using if you require any adjustments that would support you throughout your application.
More information about the role Please note this is an advert for our job vacancy, and therefore may not be inclusive of all assigned duties, responsibilities, or aspects of the role described, and may be amended at any time at the sole discretion of Skanska. For a full role profile, please contact us:
Closing date The closing date for this vacancy may be subject to change any time at the sole discretion of the business.