Willmott Dixon is seeking a Part-Time Service Desk Analyst to join our busy IT Service Desk Team. This role involves working 22.5 hours per week, ideally five days a week, with 4.5 hours daily from around 10am to 2.30pm. The position can be performed on a hybrid or remote basis, with occasional office visits in Letchworth Garden City, Hertfordshire.
Reporting to the Digital Workplace Manager, you will be responsible for delivering exceptional customer service and technical support across Willmott Dixon's business. Your key responsibilities include:
1. Customer Support:
* Being the primary contact for end users, providing timely solutions via phone, self-service, chat, and email.
* Understanding customer needs and ensuring their satisfaction.
* Taking ownership of IT issues and collaborating with the IT team for effective resolutions.
* Prioritizing incidents and requests to ensure efficient handling.
1. Collaboration:
* Working closely with IT teams to deliver outstanding service.
* Handling incidents per the Incident Management process, providing clear updates.
* Participating in Request Fulfilment, Change Requests, Major Incident Management, and Problem Management.
* Acting as a liaison between the Service Desk and other IT teams.
2. Performance Monitoring:
* Managing KPIs and identifying areas for improvement.
* Maintaining documentation and creating knowledge articles.
* Reporting on process performance and compliance.
Candidates should have experience in a customer service role, with strong communication skills, and the ability to manage incidents effectively. Self-motivation, initiative, and comfort with telephone support are essential.
Desirable qualifications include familiarity with ITIL principles, ServiceNow, Microsoft 365, and Windows 11, as well as prior experience on an IT service desk.
Key attributes include adaptability, responsibility, professionalism, and a positive attitude towards setbacks. Our IT team values flexibility, friendliness, innovation, and customer focus.
Willmott Dixon offers a competitive package with benefits such as an enhanced pension, private medical insurance, life assurance, bonuses, and access to low-carbon vehicle schemes.
Join us and be part of a company with over 170 years of history, committed to transforming lives and communities while prioritizing sustainability and employee wellbeing.
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