IT Service Desk Analyst

calfordseaden is a leading multi-disciplined construction and property consultancy. We provide a definitive range of services to the UK building and construction industry covering civil & structural engineering, building & quantity surveying, clerk of works, project management, employers agent, architecture, mechanical & electrical engineering, sustainability, building information modelling, development monitoring, expert witness, fire consultancy, party wall and health & safety.

The role:

The role of Service desk analyst is an established position providing user and system support across the business.

Requests for support come in a variety of forms, from requirements for new hardware and software to service issues and outages. This role will both serve and solve these directly and be responsible for the delegation and escalation of specific tickets to the most qualified resource as appropriate.

The role will report to the Head of IT and you will work flexibly as part of a team to resolve issues and serve the needs of the business. This will include classifying and prioritising and resolving helpdesk tickets, dealing with queries (on the phone, by email and in person) and representing the helpdesk in discussions with IT colleagues and the wider business.

What you will be doing:

Monitoring the helpdesk for incoming queries and working as directed by managers to classify, escalate and administer tickets.

Working to solve tickets according to priority and within the skill and authority of the position.

Documenting and communicating changes and fixes to the IT team and the wider business, escalating requests and issues within the department and to external suppliers, managing the fixes or changes to completion.

Supporting changes and projects as they arise by communicating with users, anticipating issues, providing training or advice and contributing to solution design and project planning.

Any other reasonable responsibilities that may be relevant to this post.

What you will need:

Qualifications

We are flexible on qualifications, some evidence of recent learning will be required for less experienced candidates but relevant provable work experience and knowledge is acceptable in place of formal qualifications.

Knowledge

• Experience having directly supported users to resolve IT issues and requests.
• Experience working through an IT helpdesk system to manage workload and priority to meet user needs and service levels required by the business.
• Experience of supporting users remotely using screen sharing and remote control technologies. Including supporting home based and peripatetic workers.
• Knowledge of key company systems such as Windows11, Office 365. Android phones and tablets.
  
  

Skills

• A strong customer service ethic, able to comply with processes but be outcome oriented, understanding of user needs and frustrations and able to
• Focused and fast working, able to prioritise effectively to meet user expectations and to help contribute to the collective performance of the helpdesk and wider team.
• A team player, ready to pitch in, go the extra mile and pick up requests and tasks which may be outside their immediate areas of responsibility.
  
  

Our Vision:

To be identified as a trusted client advisor; national in reach, local in service and selected for our quality and expertise in the built environment

Our values, which are:

Collaboration – being one team and supporting each other to achieve the best results and maximise our potential

Being Yourself – being true to ourselves and other and celebrating differences

Social Value – recognizing and embracing the need for our work to have a positive social impact

Excellence – Striving to be up with the best and at the forefront of what we do

Support – providing investment, encouragement and support to bring out the best in our people

Integrity – being honest and doing the right thing

are integral to everything we do and are reflective of our interaction with each other, our clients, our wider stakeholders and how we approach our work and present ourselves.

Our brilliant team consists of individuals who are willing to go the extra mile to deliver the best results and are ultimately why our clients choose to work with us time and time again.

Wellbeing and Inclusion are at the forefront of our people strategy, and we are now happy to offer hybrid working on 95% of our roles and have recently committed to enhanced Family Leave schemes (after a qualifying period). We also invest heavily in Leadership and Management Development and Female Leadership Programmes. We are passionate about encouraging more diversity within the construction industry and are looking at apprenticeship and schools outreach programmes as part of our strategy.

If you are aligned to our values and are a talented and commercially minded IT Service Desk Analyst, please apply, or if this job isn’t quite right for you but you would like to start or progress a career within construction consultancy, please send us your CV for one of our future roles.

Training and Development

The Practice is keen to assist individuals in developing work related professional interests. The Practice takes training seriously, providing practical and financial assistance to all personnel.

Calfordseaden is an Equal Opportunities Employer and is committed to and support the principles of equality of opportunity in employment, training and service delivery.

Immigration, Asylum and Nationality Act 2006: List of Documents

The Practice is required under this Act to ensure that all Employees have the right to work in the UK and the right to do the work offered.

At interview all potential Employees must provide one of the original documents set out in List A or two of the original documents in the combinations given in List B (Please see Supporting Document 1). It is not necessary to produce documents from both lists.

Photocopies of documents provided will be retained on the successful applicant’s file.

This job description will be subject to review in the light of changing circumstances and may include other duties and responsibilities as may be determined. It is not intended to be rigid or inflexible but should be regarded as providing guidelines within which the individual works.

Under General Data Protection Act 2018 all employees are responsible for records held, created or used as part of their work for calfordseaden, whether paper-based or electronic, which also includes emails. Records should be managed and stored appropriately and should in all cases comply with the requirements of the ACT.

The appointment is subject to proof of the attainment of any qualifications deemed essential to the post and used as a basis for shortlisting and selection. Failure to provide evidence of the required qualifications will result in the offer of employment being withdrawn.