Service Desk Analyst

We have an amazing opportunity for a Service Desk Analyst to join our team within Vistry Services, at our Cheltenham office. As our Service Desk Analyst, you will provide outstanding customer service by resolving incidents on first call utilising 1st and 2nd line support knowledge and capability. Any issues that cannot be resolved should be escalated to the appropriate support team within the department to resolve.

We are pleased to say, this role can accommodate agile working arrangements.

Let's cut to the chase, what's in it for you...
Competitive basic salary and annual bonus Agile working possible (dependent on role)Up to 33 days annual leave plus bank holidaysPrivate HealthcareEnhanced maternity, paternity and adoption leaveCompetitive contributory pension schemeLife assurance - 4 x your annual salaryShare incentive schemesEmployee rewards portal with many more benefits...
In return, what we would like from you...
Behave in line with our company values - Integrity, Caring and QualityPrevious experience in customer service role within the IT sectorExperience on a Service DeskExcellent written & oral communication skills, ability to influence others at all levels A background knowledge of ITSM toolSome knowledge of IT peripherals like printers, Meraki hardware and iPhones/iPadsExcellent customer service skillsExcellent interpersonal skills both face to face and over the phoneAbility to work under pressureHold a full UK driving license
Desirable...
Ability to quickly learn & understand user requirementsA desire to learn and grow within the teamAbility to work on own initiativeMicrosoft Windows 11Microsoft Office 365 Admin CentreMicrosoft Active DirectoryStrong organizational and administration skillsTeam playerProfessional attitudeFriendly, flexible and helpful attitudeWillingness to share knowledge with others
More about the Service Desk Analyst role...
Work with the Service Desk team:Log incidents by phone in to our ticketing system.Ensure the ticket is correctly categorized and prioritized.Demonstrate excellent communication skills over telephone & email.Develop and maintain self-service documentation.Responsible for keeping the user informed on the progress of their support ticket.Escalate tickets where required to other teams within the departmentWork with the team to reduce repeatable incidents.Work with the department to provide services to all users:May require the Delivery of new equipment (Laptops, Printers, iPhone/iPads & Tablets).Maintain users (Account Configuration, Starters & Leavers, Support New Starters).Travel to regional & site-based offices when required (Transport may be provided).Support and troubleshoot services and components:Provide 1st line support on all allocated tickets.Update, process and maintain documentation.Communicate and escalate known/reoccurring issues to the Service Desk Manager.Provide training to end users and other members of IT staff as required.Adhere to the IT Security Policy at all times.Communicate with other members of the IT department to ensure internal SLAs are met.Attend departmental meetings as required, contributing as necessary.Provide regular updates on progress to relevant teams and individuals.Have strong written and verbal communication to provide the right response and information.Ensure you have read the Company's health and safety policies and procedures and always observe them.Ensure your workplace is kept tidy and any hazards are eliminated or reported to your line manager.Wear appropriate protective clothing on site at all times.Attend all health and safety training as required by the Company. Finally, let's tell you a bit more about us...
We're Vistry Group, the UK's leading provider of affordable mixed-tenure homes. Our core values of integrity, caring, and quality shape all we do; our partnership-led approach helps us build sustainable communities where they're needed most.

You're probably familiar with our unmatched portfolio of brands: Linden Homes, Bovis Homes, and Countryside Homes. We also have Vistry Works, our timber frame manufacturing operation, and Vistry Services, our support functions. Together, we build more than homes, so there's nowhere better to build your career. We're proud that our culture sees everyone treated fairly and respectfully, with diversity and inclusion a top priority and reasonable adjustments provided during the application process. Join us in making Vistry.

#LI-WS1

Benefits

Agile Working
Offers a flexible way of working.

Annual Leave
Enjoy 28 days' holiday plus all UK Bank Holidays. There are options to carry leave forwards and buy up to 5 days.

Pension with Legal & General
Eligible employees are auto-enrolled. You contribute 4%, we contribute 6%. Salary Sacrifice and options to increase contributions available.

Volunteer Days
With 2 paid volunteer days a year, you can give back to communities and charities.

Why Vistry
Joining Vistry is just the start of building your perfect career. In return for your passion and skills, we invest in your future, providing all the support and training you need to thrive in your career and realise your potential. Our work is rewarding in itself, but we also offer a range of financial, lifestyle, health and wellbeing benefits, plus plenty of recognition incentives. We value you and everything you help us build as we make Vistry together.

ADZN1_UKTJ

Location: Cheltenham, GB

Posted Date: 10/12/2024