IT Service Desk Analyst

at  Balfour Beatty

About the role
Balfour Beatty has an exciting opportunity for a IT Service Desk Analyst to join our Enabling Functions team to work in Newcastle upon Tyne (Longbenton).
Hours: This role will operate within a rota basis, 8 hour shifts between the hours of 7am - 6pm Mon–Fri. On-call and weekend is available as an optional at additional rates;
Location: This role offers SMART working, 60% office based with the remainder being able to be home based.
What you’ll be doing

As a IT Service Desk Analyst you will:

• Answer inbound calls, live chat and self-service requests; document, prioritise, assign, track and respond to incidents and requests in a timely manner;
• Be responsible for end to end ownership of incidents throughout their lifecycle;
• Provide high rate of first contact resolution to user issues;
• Escalate high priority incidents to both internal and external teams;
• Identify opportunities to improve the knowledge within the Service Desk to increase the rate of first contact resolution and self-support materials available to end users;
• Actively participate in continuous improvement;
• Work effectively and flexibly within the broader Service Desk team structure, in line with operational requirements.

Who we’re looking for
Personal Qualities and Experience:

THE FOLLOWING QUALITIES/EXPERIENCE ARE ESSENTIAL:

• Service Desk operations and IT technical support;
• Demonstrable experience of delivering exceptional Customer Service;
• Demonstrable IT user support experience across a range of technologies including Windows, Exchange, Active Directory, Cloud services and end user computing;
• Experience of handling service escalations;
• Relentless focus on service improvements;
• Ability to work under pressure and to agreed targets in a very fast paced environment;
• Proven problem-solving skills, with a methodical and logical approach;

THE FOLLOWING QUALITIES/EXPERIENCE ARE DESIRABLE:

• Service Management Toolset eg: BMC, Remedy, Service Now;
• Relevant experience in IT in a technical service desk support role;
• Using and supporting MS Office 365;
• Relevant Microsoft Azure certifications;
• Experience of using and supporting Oracle applications;
• Use of digital technology in the construction industry;
• Mobile device management including Intune;
• Chat bots.

• Smart working, giving you more flexibility such as staggered start and finish times, with up to 40% remote working, where roles allow.
• 25 days paid annual leave (pro rata)
• Family friendly policies which include 28 weeks full pay for maternity/adoption leave and four weeks full pay for paternity/partners leave
• Pension, share incentive plan, volunteering leave, recognition schemes and much more