IT Service Desk Analyst (Tier 2) York, England
Job description
From the commitment we pour into our homes, to the belief we bring to supporting amazing careers, a role at Persimmon is a springboard for Building Your New Possible. Discover new opportunities to grow, learn new skills and release your potential.
We’re Persimmon Homes, a FTSE 100 listed company and a leading UK house builder serving local communities across the UK and delivering around 15,000 homes a year. We have 30 operating businesses in England, Wales and Scotland, three house-building brands and three off-site manufacturing facilities.
We’re looking for people like you, and this could be your opportunity to start Building Your New Possible.
What is the role?
We are now looking to recruit an IT Service Desk Analyst – Tier 2 to join the IT Team. This role reports into the Service Desk Manager. The IT Service Desk serves as the single point of contact for all supported IT services. Managing incidents and requests, ensuring effective communication at all times.
On a day-to-day basis an IT Service Desk Analyst – Tier 2 is responsible for delivering first class IT support, responding to and resolving a wide range of incidents and requests, within strict Service Level Agreements, ensuring excellent communication at all times.
The role will include:
- Deliver outstanding customer service by responding to incidents promptly, remaining courteous and professional at all times.
- Use of effective communication to proactively manage customer expectations, ensuring the customer is valued and engaged with throughout the incident management process.
- Provide Tier 2 support in accordance with IT policies and procedures.
- Ensure a methodical, thorough and proactive approach to incident resolution, utilising all available resources.
- Identify and escalate, to the Senior IT Service Desk Analyst – Tier 2, incidents and requests that potentially need input from the wider IT team. Ensuring diligence is applied before escalating in accordance with IT policies and procedures.
- Enforce IT policy and procedure, where necessary, escalating non-compliance to the Senior IT Service Desk Analyst – Tier 2.
- Ensure only approved solutions (hardware, software and services) are installed/delivered, all requests to deviate are escalated to the Senior IT Service Desk Analyst – Tier 2.
- Ensure that all owned incidents and requests are resolved in accordance with their Service Level Agreement (SLA).
- Track and monitor third party incidents ensuring resolution is in accordance with their Service Level Agreement (SLA), raising breaches of SLA to the Senior IT Service Desk Analyst – Tier 2.
- Escalate incidents, to the Senior IT Service Desk Analyst – Tier 2, where a satisfactory resolution has not been provided or where a higher level of management input is required.
- Identify problems via root cause analysis along with incident trends.
- Suggest improvements to procedures and practices with a view to increasing efficiencies, recommending any changes to the Senior Service Desk Analyst – Tier 2.
- Where necessary provide Tier 1 support in accordance with IT policies and procedures.
- Assist in the development of the central knowledge base.
- Provide on-site support for all York office users and services.
- Participate in training for new technologies and services as they transition from project delivery into business operation.
- Deliver projects within agreed timescales on an ad hoc basis.
- Assist in the management of all IT hardware and software assets.
What we need from you?
- Academic qualifications - A Level IT, BTEC in Computing, MCP or equivalent
- SDI – Service Desk Analyst or equivalent
- Tier 2/2nd line support experience on a busy IT Service Desk is beneficial
- Working knowledge of TCP/IP networks
- Experience using Microsoft Office 2016 and VPN troubleshooting
- Excellent communication skills both written and verbal
- Exceptional team and interpersonal skills
- Ability to prioritise a busy workload
- Valid UK driving licence
What’s in it for you?
The Salary & Benefits package
- Salary competitive (DOE)
- Contributory pension
- Life cover
- Bonus
- 25 days paid holiday, increasing to 28 days on the completion of 5 years’ full service
Persimmon has a Hybrid Working Policy for core roles in the business allowing staff on completion of probation to apply for home working up to 2/3 days per week.
When you join us, the future is yours to explore. You can realise your full potential through industry-leading training and clearly signposted career paths. Persimmon is where hard graft and team spirit means real variety, satisfaction and rewards. A place where you can be at your best, and even go beyond what you thought you were capable of. If this sounds like the place for you, apply today and start Building Your New Possible.
Persimmon are Proud Sponsors of Team GB
No Agencies please – Persimmon will not accept speculative CVs as a means of introduction
Persimmon is an equal opportunities employer. We are committed to encouraging equality, diversity and inclusion among our workforce and eliminating unlawful discrimination.
Our aim is for our workforce to be truly representative of all sections of society and our customers, and for each employee to feel respected and able to give their best.
If you have any questions about the job or application process please contact us at [email protected]
