IT Service Desk Analyst
About the role
The Service Desk Analyst is responsible for maintaining the communication channels with the customer and the IT department and providing the first point of contact for technology issues, requests and incidents, along with providing first line support which includes troubleshooting and resolving issues within their remit.
The Analyst is responsible for responding to incidents and requests reported to the Service Desk from multiple channels (phone, email, self-service and in person) and the life cycle management of incidents, queries and problems, including directing of requests to appropriate functions for resolution, monitoring progress and keeping users informed of progress, along with accurately documenting user’s details, problems and resolutions and other pertinent information in the log.
The Analyst will be expected to proactively manage targets and ensure effective and efficient responses in a high call volume environment and will contribute to increasing the delivery of ‘first time fixes’.
They will also need to be an excellent communicator who can support our users in a friendly, open manner. Most importantly, they will strive to offer outstanding customer service and provide a professional and efficient gateway into the IT department for Persimmon staff.
The role involves both a reactive and a pro-active approach to the delivery of service and is focused on maintaining and improving the levels of service that the IT function provides to the business.
Successful candidates will be required to work between 08:30 and 17:30 Monday to Friday and provide additional cover as required.
As our Service Desk Analyst, you will need to identify problems quickly and build good relationships with our customers. You must have experience of working on a busy Technical Service Desk environment providing 1st line support for a broad range of critical systems and services. We are looking for an individual who values excellent customer service and is passionate about our user needs.
The preferred candidate will hold qualifications on ITIL and Microsoft training together with strong skills in the following areas:
Persimmon Plc is the holding company for the Persimmon Group of companies. We are listed on the London Stock Exchange (PSN.L) and are a constituent of the FTSE 100 Index.
With headquarters in York, the Group operates from 31 regional offices throughout the UK. The Group trades under the brand names of Persimmon Homes, Charles Church and Westbury Partnerships, building quality homes across England, Wales and Scotland. FibreNest, our ultra-fast, full fibre to the home broadband service aims to ensure our customers are connected to the internet from moving in day onwards.
The Group has also developed offsite manufacturing capabilities; our Space4 business manufactures highly insulated timber frames, wall panels and roof cassettes; our Brickworks manufactures concrete bricks and our Tileworks (which plans to commence deliveries to our sites in Spring 2020) manufactures concrete roof tiles. These capabilities help support our overall construction capacity and contribute towards securing quality, cost and supply of key material components.
We have over 5,000 employees with a significant number of long serving employees. The IT Service Desk operates out of the Group HQ based in York and supports all 31 regional offices, circa 350 sites around England, Wales and Scotland
We will offer the right candidate a competitive salary, bonus, life assurance and company pension scheme.
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