IT Service Desk Analyst

In this frontline role, you'll be the go-to contact for all IT-related queries across our organisation-helping users, resolving issues, and keeping our essential IT services running smoothly. What you'll be doing

• Be the first point of contact for all IT enquiries, supporting users with hardware, software, and network issues.
• Log, prioritise, and manage incidents and service requests via phone, live chat, and our self-service portal.
• Troubleshoot technical problems, escalating to 2nd/3rd Line support when required.
• Deliver excellent customer service, communicating clearly and keeping users informed throughout.
• Maintain and update our IT knowledge base to support continuous improvement.
• Provide basic user training on common IT systems and applications.
• Accurately document all actions and updates taken to resolve issues.
• Work closely with the wider IT team to deliver a seamless and efficient support service.

Do you have experience in Windows?, Are you passionate about delivering exceptional customer service and solving technical problems? Do you thrive in a fast-paced, collaborative environment? If so, we'd love you to join our dynamic IT Service Desk team as a 1st Line Service Desk Analyst., * Previous experience in a Service Desk or customer support environment.

• Experience using ITSM tools such as BMC Helix or ServiceNow.
• Familiarity with AI tools and technologies, including Microsoft Copilot, to enhance productivity.
• A solid understanding of computer systems, networks, and common business applications.
• Experience supporting Windows 10/11 and Office 365 (Word, Excel, PowerPoint, Teams, Outlook).
• Excellent communication skills-able to explain technical issues to non-technical users.
• Strong problem-solving and analytical abilities.
• A positive, professional approach and a passion for delivering great customer service.
• Strong teamwork skills and the ability to collaborate effectively.
• Great organisational skills, with the ability to manage multiple tasks at once.

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…

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., 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 To help and support us with our desired commitment to create an inclusive culture we are members of WISE, enei, Business Disability Forum and the Association for Black and Minority Ethnic Engineers (AFBE). In 2020, we signed the Audeliss and Involve Open Letter to demonstrate our commitment to taking key long term and sustainable actions on Black Inclusion. Balfour Beatty is also a Gold Award holder in the Ministry of Defence 'Employer Recognition Scheme' and actively encourage applications from Armed Forces personnel, veterans and reservists.