Service Desk Analyst - Willmott Dixon : Job Details

Service Desk Analyst

Willmott Dixon are looking for a Service Desk Analyst to join our busy IT Service Desk Team. The role can be done on either a hybrid or remote working basis, but be aware there may be the very odd occasion when you are required to come into the office which is located 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. This role is crucial in ensuring smooth IT operations and customer satisfaction, as you will serve 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 and effective solutions through various channels including telephone, self-service, chat, and email.
• Understand customers' needs and adapt your approach to ensure their satisfaction.
• Take ownership of IT issues and collaborate with the wider IT team to provide solutions that are both cost-effective and fit for purpose.
• Prioritise incoming incidents and requests, ensuring that each one is handled efficiently and in a timely manner.

Collaborate:

• Work closely with the IT teams to deliver outstanding service, sharing information and best practices.
• Handle incidents in line with the Incident Management process, keeping all parties informed with clear and accurate updates.
• Participate in key tasks and contribute to the smooth operation of IT services, including Request Fulfilment, Change Requests, Major Incident Management, and proactive Problem Management.
• Act as a liaison between the Service Desk and other IT teams to ensure effective communication and service delivery.

Performance Metrics:

• Manage and monitor key performance indicators (KPIs) related to the role, constantly identifying areas for improvement to exceed service expectations.
• Maintain high standards in documenting processes, creating clear and concise knowledge articles to assist in service delivery.
• Provide regular reports to management and stakeholders on process performance, compliance, and exceptions.

Essential and Desirable Criteria

Essential:

• Experience in a customer service-focused role, with strong written and verbal communication skills.
• Ability to manage and prioritize incidents effectively, using available resources to solve problems.
• Self-directed with initiative, capable of solving practical problems with limited supervision.
• Comfortable providing telephone-based customer support.

Desirable:

• Familiarity with ITIL principles and experience with the ServiceNow ticketing system.
• Knowledge of Microsoft 365 and Windows 11.
• Previous experience on an IT service desk.

Attributes:

• Adaptable and can manage multiple demands without losing focus.
• Take personal responsibility for delivering results, overcoming barriers, and continuously improving.
• Demonstrate respectful, cooperative behaviour and respond positively to setbacks.
• Maintain professionalism and embody IT values in your daily work.

Personal Qualities

Our IT team is known for being flexible, fun, and genuinely friendly, with a strong focus on innovation and customer responsiveness. We have invested heavily in IT, ensuring that our team has the tools they need to stay ahead of the competition. Working with us means being part of a team that is passionate about providing top-tier IT services while contributing to the success of the business.

Additional Information

Benefits:

In return, we offer a competitive package that includes flexible benefits tailored to your lifestyle and priorities. This includes an enhanced pension scheme, private medical insurance, life assurance, an incentive bonus, and access to a new generation of low-carbon and electric cars through our car leasing scheme.

About Us

With over 170 years of rich history, Willmott Dixon's purpose is beyond profit; delivering brilliant buildings, transforming lives, strengthening communities and enhancing the environment so our world is fit for future generations. Ensuring that we add lasting value to the neighbourhoods we work in; our values, people, innovation, partnerships and focus on sustainability has allowed us to build a successful and solid privately owned business where our people can thrive.

Willmott Dixon was recognised by The Sunday Times as one of the Top 10 "Big" Companies to Work For in 2025, named among the Times Top 50 Employers for Gender Equality in 2024, and ranked in the Top Five of Europe's 1,000 best workplaces by the Financial Times in 2025. Willmott Dixon is also the first major contractor and developer to win a King's Award for Enterprise in the category of sustainable development.