Willmott Dixon is seeking a Service Desk Analyst (part-time) 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 10 am to 2:30 pm. The position can be performed on a hybrid or remote basis, with occasional requirement to visit our office 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 role is crucial in ensuring smooth IT operations and high customer satisfaction, serving as the first point of contact for end users experiencing technical issues.
The Role
Customer Support
* Be the face and voice of IT for our end users, providing timely solutions via phone, self-service, chat, and email.
* Understand customer needs and adapt your approach to ensure satisfaction.
* Take ownership of IT issues and collaborate with the IT team to provide cost-effective, fit-for-purpose solutions.
* Prioritize incidents and requests, ensuring efficient and timely handling.
Collaborate
* Work closely with IT teams to deliver outstanding service, sharing best practices.
* Handle incidents per the Incident Management process with clear updates.
* Contribute to Request Fulfilment, Change Requests, Major Incident Management, and Problem Management.
* Act as a liaison between the Service Desk and other IT teams to ensure effective communication.
Performance Metrics
* Monitor KPIs, identify areas for improvement, and aim to exceed service expectations.
* Maintain high standards in documenting processes and creating knowledge articles.
* Report regularly on process performance, compliance, and exceptions.
Essential and Desirable Criteria
Essential
* Experience in a customer service role with strong communication skills.
* Ability to manage and prioritize incidents effectively.
* Self-motivated with initiative and problem-solving skills.
* Comfortable providing telephone-based support.
Desirable
* Knowledge of ITIL principles and ServiceNow.
* Familiarity with Microsoft 365 and Windows 11.
* Previous experience on an IT service desk.
Attributes and Personal Qualities
* Adaptability and multitasking skills.
* Responsibility, resilience, and professionalism.
* Respectful and cooperative attitude.
Our IT team is known for being flexible, friendly, and innovative, committed to providing excellent service and supporting business success. We invest heavily in IT tools to keep our team ahead of the curve. Join us to be part of a passionate team dedicated to delivering top-tier IT services and making a difference in our communities.
Additional Information
Benefits
We offer a competitive package including flexible benefits such as an enhanced pension, private medical insurance, life assurance, an incentive bonus, and access to low-carbon and electric cars through our leasing scheme.
About Us
With over 170 years of history, Willmott Dixon aims to deliver more than profit—creating buildings, transforming lives, and strengthening communities. Our values of innovation, sustainability, and partnership have helped us become a leading privately owned business. Recognized as one of the top employers and sustainable enterprises, we are committed to excellence and employee development.
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