IT Service Desk Analyst

Description and requirements

Skanska, one of the world’s leading project development and construction groups, is an inclusive and responsible business that is helping to build a better society.

We are looking for an IT Service Desk Analyst to join our IT Team located in Leavesden, Hertfordshire. As a member of the IT Service Desk team, your role will involve providing first-line technical support to Skanska UK employees. This position requires you to be logged into the telephone system and to log incoming calls and emails

What you’ll do:

• Log, track, and resolve incoming incidents and service requests from end users through telephone, portal, email, and walk-ins.
• Identify and implement any immediate corrective actions that can directly resolve or contain the issue. Utilize technical and problem-solving skills to resolve 70-80% of all incoming calls.
• Accurately record all call details in the IT Service Management tool, ensuring that all customer information is checked and updated as necessary.
• Monitor and escalate issues based on their severity as appropriate.
• Utilise diagnostic tools, frequently asked questions (FAQs), and knowledge bases to facilitate effective troubleshooting.
• Coordinate the allocation of second- and third-line issues to the appropriate teams to ensure prompt resolution.

What you’ll bring to the role:

• Experienced in IT service support, which includes administering and providing support for the following:
• Microsoft Windows 11 operating systems
• Microsoft Office 365 and other Windows-based applications
• Additionally, have experience logging and updating calls using a service management tool.
• Possess well-developed communication skills, including a clear and concise style for both oral and written presentations.

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 [email protected] 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: [email protected]

Closing date

The closing date for this vacancy may be subject to change any time at the sole discretion of the business.

We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.

Read Full Description