Service Desk Analyst

On a daily basis, the applicant will maintain ownership of faults and provide timely updates to both internal and external customers; ensuring faults are given the correct level of priority and meeting service level agreements. There is also an opportunity for the right candidate to train with our 2^nd line support to expand their technical knowledge and help assist with 2^nd line queries.

The role will be shift based; covering 8am until 6pm Monday to Friday and will require flexibility within this timeframe.

This is a Hybrid role - 2 days office based in Western-Super-Mare and 3 days WFH

The role will include but is not limited to:

• Dealing with incoming faults over the phone and via email.
• Logging incidents and faults on our service software and prioritising them in line with project procedures.
• Liaising with customers/engineers and providing regular updates.
• Maintaining ownership of faults until resolution, ensuring all faults are progressed and cleared within SLA (escalating to 2nd/3rd line support where appropriate).
• Diagnosing and resolving issues at first point of contact.
• Performing system admin duties and proactive system checks.
• Undertaking training in Costain’s technology products.
• Various administrative tasks including collating reports, managing users and passwords, etc.

Knowledge, Skills, and Experience

Essential

• Flexible
• Computer Literate – additional training will be given
• Willingness to learn
• Attention to detail
• Excellent interpersonal skills
• Problem solver
• Works to own initiative
• Confident
• Team player

Desirable

• Prior experience ina similar role

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