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Service Desk Analyst
Service Desk Analyst
Location: Hinkley
About the Role
An opportunity has arisen for a Service Desk Analyst to join the Group Services business unit at Galliford Try.
As a 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. Your responsibility will include logging, triaging, and resolving issues—or coordinating with resolver teams—to ensure timely resolution in line with Service Level Agreements (SLAs).
Responsibilities
Service Desk & Customer Support
- Be the first point of contact for IT-related queries via telephone, email, and web portal.
- Log, update, and manage incidents and service requests in accordance 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 satisfy customers.
- Analyse incidents to identify trends and recurring issues.
- Maintain and update the knowledge base and Known Error Database.
IT Purchasing & Asset Administration
- Serve 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 project sites.
- Maintain accurate CMDB records for hardware and software assets.
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Security & Access Administration
- Act as the contact point for security-related incidents.
- Ensure correct processes are followed and mitigation measures are implemented.
- Process IT access for new starters and leavers, including account creation and removal.
- Maintain accurate user and customer records across multiple systems.
About You
We’re looking for candidates who can demonstrate:
- Strong customer service and communication skills.
- Ability to manage multiple tasks while adhering to SLAs.
- A proactive, “can-do” attitude with a strong sense of ownership.
- Preferable experience working in an IT Service Desk or support environment (desirable).
- Confidence in engaging with customers, suppliers, and internal stakeholders.
- An organised, detail-focused approach with problem-solving skills.
What We Can Offer in Return
With a market-leading order book of over £4.1 billion, we are one of the UK’s leading principal contractors. This role offers the opportunity to:
- Grow your career by working on exciting projects and exploring long-term opportunities.
- Join diverse, high-performing teams with a commitment to excellence.
- Contribute to long-term organisational growth within a visionary company.
Our people-first culture is supported through:
Employee Wellbeing (‘Be Well’ Programme)
- Discounts, advice, and support for physical and mental wellbeing.
Training & Development
- Investment in leadership development, apprenticeships, and tailored career support via our Career Paths initiative.
Work-Life Balance (Agile Working Programme)
- Flexibility in location, schedule, and working practices to suit individual needs.
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Benefits
- Generous holiday entitlement (increases with service, with option to purchase extra).
- Corporate discounts, Cycle to Work schemes, and a comprehensive pension plan.
- Competitive family leave policy, Save as You Earn share purchase schemes, and private medical insurance.
- Free annual membership to a professional association relevant to your role.
About Galliford Try
Our mission is to improve lives through building essential infrastructure, fostering career growth, and upholding sustainable practices. We align with key values:
- Delivering excellence for clients and communities.
- Passion and integrity in long-term value creation.
- Collaborative relationships with stakeholders for lasting change.
We are Galliford Try, a leading UK Construction group listed on the FTSE 250, divided into:
- Infrastructure
- Building
- Environment & Specialist Services
Additional Notes
- We welcome applications for full-time, reduced hours, or flexible arrangements—discussed during recruitment.
- Studies show candidates may hesitate if they don’t meet all criteria perfectly. At Galliford Try, we prioritise diversity and inclusion—apply if you’re passionate about this role!
Disability Inclusion
As a Disability Confident employer, we guarantee interviews to applicants with long-term health conditions or disabilities who meet essential criteria. Please contact Skyemarie Bree skyemarie.bree@gallifordtry.co.uk if this applies to you.
For further details or other opportunities, email Skyemarie Bree or visit Galliford Try’s career site.
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