Service Desk Analyst

As Service Desk Analyst you will act as the single point of contact for all IT incidents and service requests, supporting business users, IT suppliers, and hosting partners. You'll be responsible for logging, triaging, and resolving issues where possible, or coordinating with resolver teams to ensure timely resolution in line with service level agreements (SLAs). What you will be doing: Service Desk & Customer Support

• Act as the first point of contact for all IT-related queries via telephone, email, and web portal.
• Log, update, and manage incidents and service requests in line with SLAs.
• Provide first-line investigation, diagnosis, and resolution where possible.
• Escalate and coordinate unresolved issues with 2nd and 3rd line teams and third-party suppliers.
• Take full ownership of incidents and requests, ensuring clear communication throughout.
Incident, Request & Problem Management
• Record and classify all incidents and requests accurately.
• Monitor progress and ensure timely resolution to customer satisfaction.
• Analyse incidents to identify trends and recurring issues.
• Maintain and update the knowledge base and Known Error Database.
IT Purchasing & Asset Administration
• Act as the point of contact for IT hardware and software purchasing queries.
• Provide guidance, quotes, purchase requisitions, and purchase orders.
• Coordinate delivery of IT equipment to sites.
• Maintain accurate CMDB records for hardware and software assets.
Security & Access Administration
• Act as a contact point for security-related incidents and ensure correct processes are followed.
• Process IT access for new starters and leavers, including account creation and removal.
• Maintain accurate user and customer records across systems., With an impressive order book of over £4.1 billion we are one of the industry's leading principal contractors, affording you the opportunity to work on some of the UK's most exciting projects offering you stability as well as the chance to stretch your capabilities and realise long held career goals. You will be joining diverse teams working at a high professional level with exceptional levels of commitment. With an ambitious strategy, we're poised for further growth and success, so if you're committed, talented and enthusiastic, Galliford Try is the right place for you.
We are committed to maintaining the physical and mental wellbeing of all our people, through our 'Be Well' programme which offers discounts on certain products, advice and support for a range of issues. We invest in high-quality training for employees of all levels, from our leadership development framework to our apprenticeship programmes. Through our Career Paths initiative, individuals receive tailored training and support to fulfil their potential. Our industry is all about creating talented teams that excel in their areas of expertise. As an employer, we know you are most motivated to give your best when you feel valued and engaged. Our Agile Working programme empowers you with flexibility in when, where and how you work. Where appropriate, site and office-based employees can take advantage of a wide variety of working practices, offering different amounts of structure, regularity and flexibility to suit your needs as well as those of your wider team.


• Strong customer service and communication skills.
• Ability to manage multiple tasks while working to SLAs.
• A proactive, "can-do" attitude with a strong sense of ownership
• Experience working in an IT Service Desk or support environment. (desirable)
• Confidence working with customers, suppliers, and internal stakeholders.
• Organised, detail-focused approach with good problem-solving skills.
  
  Our purpose is to improve people's lives through building the facilities and infrastructure that communities need, providing opportunities for our people to learn, grow and progress, working with our supply chain to promote the very best working practice and caring for the environment in which we work.
We do this by holding true to our values, delivering excellence for our clients and the community, being passionate about our role in providing vital services, putting integrity at the heart of our business by doing the right thing, and collaborating with our clients, supply chain and stakeholders to deliver lasting change and long-term value., Galliford Try is a leading UK Construction group. The business is split into four distinct divisions, Infrastructure, Building, Environment and Specialist Services, covering a range of specialist work in water, highways, telecoms, security, commercial, custodial, education, health, interiors, and leisure, across both public and private sectors. Listed on the London Stock Exchange and a member of the FTSE 250. Our vision is to be leaders in the construction of a sustainable future.

We put our people first and our benefits package reflects that by offering a comprehensive range of attractive options to help support your career on top of a competitive salary.
• Generous holiday entitlement, increasing with years of service, plus the opportunity to purchase further holidays
• A wide range of corporate discounts
• Cycle to Work schemes
• Comprehensive pension plan
• Competitive family leave policy
• Regular Save as You Earn share purchase scheme
• Private medical scheme options are available for all salaried employees, and our employee assistance programme also provides free 24/7 support to those who need it
• Paid for yearly membership to one recognised professional association relevant to your role