IT Service Desk Analyst Reward and benefits

We are looking for an IT Service Desk Analyst to join our Business Support and IT team. As a member of the IT Service desk team, you will provide 1^st line technical support to Skanska UK employees and involves being logged onto the telephone system and logging incoming calls via emails. The role is desk based with the option that they may be required to cover for FSAs and hence will need to be willing to travel and stay away at night. You'll:

• Log, track and resolve incoming incidents and service requests from end users via telephone, portal, email, and walk-ins.
• Identify and carry out any immediate corrective action that can resolve or contain the issue directly. Using technical and problem-solving skills to resolve 70-80% of all incoming calls.
• Accurately record all call details onto the IT Service Management tool, making sure all customer details are checked and updated where necessary.
• Monitor and escalate progress to the severity of the issue as appropriate.
• Utilize diagnostic tools, FAQs, and knowledge bases to aid in troubleshooting.
• Co-ordinate the assignment of 2nd and 3rd line issues to the appropriate team for speedy resolution.
• Recommend information for inclusion in the knowledge base. Be able to offer general advice, points of contact and guidance on all available IT services.
• Work with other members of the team on a rota basis to ensure the Service Desk is continually staffed during operational hours.
• Maintain and record accurate customer contact details and other relevant documentation.
• Carry out the role in line with IT policies and procedures.
• Work with other members of the team on a rota basis to ensure the Service Desk is continually staffed during operational hours.
• Ensure familiarity and compliance with the UK IT Risk Management process and procedures and undertake IT Risk training and awareness as required., A career with us means you'll have the freedom to develop your skills and leave your mark on the communities in which we work. Our competitive benefits package will help to enhance your life outside work, too.
  
  Experience in an IT service support environment, which includes experience of administering and providing support for the following:
• Microsoft Windows 7 and 8 operating systems.
• Microsoft Office 2007/2013 and other windows-based applications.
• Collaboration systems.
• Web applications.
• PC, Laptop and Printer hardware.
• iPhones and iPads.
• Windows Server 2003 and 2008.
• Active Directory services.
• Experience of logging and updating calls via an
• Service Management tool. Well-developed communication skills including a clear, concise style of presentation in oral and written work.
• Strongly self-motivated and able to work with minimum direct supervision.
• Trustworthy with sensitive information
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  Skanska, one of the world's leading project development and construction groups, is an inclusive and responsible business that is helping to build a better society.
Drawing on our Scandinavian heritage, we are green, innovative, and progressive. We bring together people and technology, as part of our objective to make construction a safer and more collaborative industry.