Title: Service Desk Analyst
Location: Hinkley
An opportunity has arisen for a Service Desk Analyst to join the team at Galliford Try within our Group Services business unit.
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.
About you:
* 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.
What We Can Offer in Return:
Galliford Try is one of the industry’s leading principal contractors, offering stability, professional growth, and access to large UK projects. With a focus on wellbeing, training, and career development, we provide a supportive environment for your career goals.
Our benefits:
We put our people first and our benefits package reflects that by offering a comprehensive range of attractive options to 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.
About us:
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.
Additional Information:
Galliford Try welcomes applications from candidates who would like to work full‑time, reduced hours or flexibly and this will be discussed in more detail as part of the recruitment process.
As a Disability Confident employer, we have committed to offer an interview to any candidate with a long‑term health condition or disability that meet the essential criteria for the advertised position. Please contact the Resourcing Partner listed within the job advert if you believe this applies to you. We will also take the opportunity to discuss any adjustments required for your interview.
Skyemarie Bree – skyemarie.bree@gallifordtry.co.uk
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