IT Service Desk Analyst, 1st Line Support Helpdesk

Knowlhill, UK
12 Sep 2019
25 Sep 2019
Contract Type
Full Time
NHBC now has a great opportunity available, working as an IT Service Desk Analyst (1st Line Support, Helpdesk); you will join the team in our Head Office in Milton Keynes. You will receive a competitive salary of £18,000 - £21,000 per annum.

The Service Desk Analyst is responsible for dealing with a variety of service events, including incidents and requests (New Starters and Leavers). These events can be received via telephone, My IT, or automatically generated infrastructure events.

The main aim of the Service Desk Analyst is to restore 'normal service' to the user as quickly as possible, which could involve resolving a technical fault, fulfilling a request or answering a query.

- Logging all relevant incidents and service request details, assigning categories and priorities as appropriate, providing first line investigation and diagnosis.

- Resolving incidents and service requests, escalating to appropriate IT teams for further investigation and resolution. Chasing up outstanding incidents and service requests.

- Creating access permissions

- Ensuring new starter access is set up and ready for the start date, and appropriate forms and approval received.

- Log incidents with third party suppliers, escalate as needed and ensure user is kept up to date on progress.

- Maintain up to date list of customers on the IT Service Management system.

- Communicate with users - keeping them informed of impending changes and any outages.

- There will be a requirement to man the service desk between 8.00 a.m. and 6.00 p.m. on a rota system.

Essential skills to become our IT Service Desk Analyst (1st Line Support, Helpdesk)

- Experience in an IT Service Desk, 1st Line Support, Helpdesk or similar role

- IT support experience covering Windows 7, Windows 10, MS Office and VMWare

- Knowledge of Active Directory

- Experience of using an IT Service Management System

- Committed to delivering excellent customer service

- Highly organised with excellent communication skills

- Ability to learn new software packages

- Keen interest in learning and keeping up to date with industry changes

Desirable skills: ITIL v3 / v4 Foundation, MCP Certification, SDI Service Desk Analyst Certification

The Benefits of becoming our IT Service Desk Analyst (1st Line Support, Helpdesk):

- £18,000 - £21,000 (depending on experience)

- Up to 6% bonus performance related bonus

- 25 days pa annual leave with additional days for long service

- Pension scheme accredited to Pension Mark Plus standards (up to 10.5% of salary employer contribution) with life assurance of 4 x salary

- Subsidised private medical insurance

- Cycle scheme, high street discounts and preferential gym rates

- Free onsite parking, subsidised restaurant and coffee shop

- Employee assistance programme.


Our purpose is to work with the house building industry to raise the standards of new homes and provide protection for homeowners. Homes are at the heart of all our lives and our colleagues are proud to be making a difference to improving the quality standards of new-build homes in the UK. Being an independent, non-profit distributing company with no shareholders means we can focus solely on our mission.

Always happy to talk flexible working

We encourage employees to work flexibly in different ways including home working, field working and both formal and informal flexible working arrangements. We don't promise we can offer you what you want, but we are always willing and happy to talk flexible working options. This can be discussed further during the interview process.

Diversity and Inclusion

NHBC is committed to equal opportunities for all. We are a signatory to the Armed Forces Covenant and the Women in Finance Charter. Our inclusive culture helps us to maintain competitive advantage as we aim to attract people from diverse backgrounds to complement our team. Underlying our overall commitment to equality is the fundamental belief in the right of all employees and customers to be treated with dignity and respect and to be guaranteed freedom from discrimination.

Our Values

Excellent - Proud and professional in all that we do
Connected - Collaborating, sharing and achieving success as a team
Human - Challenging, supporting and respecting each other
Progressive - Inspired by possibilities, learning and adapting

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