IT Service Desk Analyst

Newcastle Upon Tyne, England, United Kingdom

12/21/2024

About the role

Balfour Beatty has an exciting opportunity for a IT Service Desk Analyst to join our Enabling Function team in the Newcastle office.

Role Purpose

• As a 1st Line IT Service Desk Analyst, you will be the first point of contact for technical support, delivering exceptional customer service and ensuring prompt resolution of IT incidents and service requests.
• You will handle a variety of technical challenges while maintaining a customer-focused approach and contributing to the continuous improvement of the service desk.

What you'll be doing

Accountabilities:

• Serve as the initial point of contact via calls, live chat, and self-service requests.
• Log, prioritise, and manage incidents and service requests, ensuring accurate documentation and timely responses.
• Provide end-to-end ownership of incidents, delivering a high rate of first- contact resolution.
• Escalate high-priority incidents to appropriate internal and external teams while maintaining clear communication.
• Identify and contribute to the creation of self-service materials and knowledge base articles to improve first-contact resolution rates.
• Actively participate in continuous improvement initiatives to enhance service quality and efficiency.
• Collaborate flexibly within the broader Service Desk team to meet operational goals.

Who we're looking for



Essential Skills and Experience

• Proven experience in Service Desk operations and IT technical support.
• Strong track record of delivering exceptional customer service.
• Demonstrable IT support experience, including Windows 10/11, Exchange, Active Directory, and cloud services. End-user computing technologies.
• Effective handling of service escalations and resolution of technical challenges.
• Passion for service improvement and delivering solutions.
• Excellent problem-solving skills with a logical, methodical approach.
• Ability to multitask effectively in a fast-paced environment while meeting performance targets.
• A team player with a proactive attitude, eager to learn and support colleagues.

Desirable Skills and Experience

• Familiarity with Service Management tools (e.g., BMC Helix, ServiceNow).
• Experience using and supporting Microsoft Office 365.
• Relevant certifications, such as Microsoft Azure or ITIL.
• Exposure to Oracle applications and mobile device management tools (e.g., Intune).
• Experience in the construction industry or working with digital technology in specialised sectors.
• Knowledge of MECM and patch management.

Why work for us

Day in, day out, our teams deliver some of the UK’s most ambitious, exciting and meaningful projects; developing, building and maintaining the vital infrastructure that supports national economies and strengthens communities.

Why join us?

As if contributing to and supporting work that makes life better for millions wasn’t rewarding enough, we offer a full range of benefits too. You’ll have the freedom to shape the package that’s right for you and your life. Here are some of our key benefits:

• 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…

About us

Balfour Beatty Group Enabling Functions are Legal, Finance, IT and Procurement, Communications, Health Safety and Environment, HR and Sustainability. Together, they support delivery of our Build to Last strategy whilst improving efficiencies and standardising our approach, systems and processes.

Diversity and inclusion

At Balfour Beatty we believe that diversity and inclusion are essential components of any successful, happy workplace. Through our Value Everyone Diversity and Inclusion Strategy and Action Plan, we are growing our diverse workforce and developing our inclusive culture where everyone is able to thrive and reach their full potential, regardless of their identity or background. To find out how we are making this a reality, visit www.balfourbeatty.com/diversityandinclusion

We are a Gold Award holder in the Ministry of Defence 'Employer Recognition Scheme' and actively encourage applications from Armed Forces personnel, veterans and reservists.

As a Disability Confident Employer, we are committed to working with people who have disabilities and long-term health conditions to remove barriers for them in obtaining employment. We are also committed to offering applicants with a disability an interview if they meet the minimum requirements for the role. For more info, visit: https://disabilityconfident.campaign.gov.uk/

We are looking to continually improve our resourcing process and ensure that it is fair and inclusive for all. If you have any feedback on the process, please share this with us at: candidaterecruitmentqueries@balfourbeatty.com