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Service Desk Analyst

Posted 1 March by Balfour Beatty Easy Apply Featured Ended

This is a fantastic opportunity to achieve a forward thinking and innovative IT career with Balfour Beatty as part of our central IT Service Desk team at our stunning offices in Newcastle. So join us and start to do things differently. To work lean, act smart and create a different way if delivering IT solutions.

Our market leading approach, advanced methodology and collaborative ways of working are at the forefront of the IT Service Desk sector and we can offer you vast exposure, immense experience and the opportunity to develop a career to be proud of.

About the role

To provide End User Service Desk support to a demanding internal business community. Operating within a multi layered service desk team, delivering exceptional customer service and support to the end customers and I.T. colleagues.

Working to SLAs/KPIs and responsible for technical resolution of incidents and requests providing end to end case ownership.


  • Field inbound calls, log, prioritise, assign, track and respond to incidents and requests in a timely manner

  • Provide end to end ownership of incidents throughout their lifecycle.

  • Provide first contact resolution to user issues where possible

  • Escalate high priority incidents that cannot be resolved to both internal and external teams as appropriate

  • Ensures the Service Desk remains efficient, cost effective and customer focused; Keep users and other interested parties informed of progress throughout the lifecycle and ensure that corrective action is taken to avoid or minimise delays.

  • 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.

  • Ensure effective reassignment of incidents and requests to other capability groups (internal and external) aligned to minimum data sets and troubleshooting steps

  • Operate within a shift rota between the hours of 7am -7pm Mon -Fri

  • Understand and follow documented incident and request fulfilment

  • Actively participate in continual improvement through both positively embracing change and the contribution of ideas/suggestions.

  • Work effectively and flexibly within the broader Service Desk team structure, in line with operational requirements

Qualities and experience

  • Knowledge of ITIL, Service Desk operations and technical specialisms

  • Demonstrable experience of delivering exceptional Customer Service

  • Knowledge and understanding of across a range of technologies including, Windows 7/XP, Exchange, Active Directory 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

  • Demonstrates teamwork at the highest level, highly collaborative approach, among the first to volunteer to help others succeed.

  • Willingness to learn and embrace change

  • Demonstrates the Balfour Beatty Values (Respect, Teamwork, Integrity, Excellence)

The following qualities/experience are desirable:

  • Experience using a Service Management Toolset e.g.: Service Now, Service Desk, Remedy

  • Min 2Yrs in I.T. in a technical service desk support role

  • Demonstrable I.T. user support experience across a range of technologies including, Windows 7/XP, Exchange, AD, and end user computing

  • Experience of using and supporting MS Office 365.

  • Experience of using and supporting Oracle applications

Required skills

  • Technical Support

Reference: 34548827

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