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Service Desk Analyst
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.
About the Role
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. 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).
Responsibilities
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 unresolved issues to 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 meet customer satisfaction.
- Analyze 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.
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Security & Access Administration:
- Serve as the contact point for security-related incidents.
- Ensure correct processes are followed for all security-related queries.
- Process IT access requests for new starters and leavers, including account creation and removal.
- Maintain accurate user and customer records across systems.
Requirements
About You:
- 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.
- (Desirable) Experience working in an IT Service Desk or support environment.
- Confidence working with customers, suppliers, and internal stakeholders.
- Organised, detail-focused approach with strong problem-solving skills.
What We Can Offer
With an impressive order book of over £4.1 billion, Galliford Try is one of the industry’s leading principal contractors, offering:
- Opportunities to work on UK’s most exciting projects.
- Career growth and stability.
- A diverse, high-performing team with ambitious growth potential.
- Commitment to physical and mental wellbeing through our ‘Be Well’ programme (discounts and support advice).
We invest in high-quality training, including:
- Leadership development frameworks.
- Apprenticeship programmes.
- Tailored career training through our Career Paths initiative.
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Key Benefits:
- Generous holiday entitlement (including holiday purchase options).
- Corporate discounts, cycle to work schemes, and a comprehensive pension plan.
- Family leave policy, Save as You Earn share purchase schemes.
- Private medical and employee assistance programmes.
- Professional association membership reimbursements.
- Agile Working programme, providing flexibility in location and schedule.
About Galliford Try
Our purpose is to improve lives by building infrastructure and facilities. Our values:
- Delivering excellence for clients and communities.
- Passion for critical services.
- Integrity and ethical business practices.
- Collaborative partnerships for long-term impact.
As a FTSE 250 company, we lead in sustainable construction across the public and private sectors.
Flexibility & Inclusion
Galliford Try welcomes applications for full-time, reduced hours, or flexible work arrangements.
We encourage applications from diverse candidates, even if experience doesn’t align perfectly.
As a Disability Confident employer, we commit to offering interviews where appropriate.
Contact & Next Steps
For more details, contact: Skyemarie Bree | skyemarie.bree@gallifordtry.co.uk
A full job description is available upon request.
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