Service Desk Analyst - FTC
On site
Letchworth Garden City, United Kingdom
Freelance
08-01-2025
Job Specifications
Service Desk Analyst - FTC
Willmott Dixon are looking for a Service Desk Analyst to join our busy IT Service Desk Team. This role can be offered on a 9 month fixed term contract basis. Our Head Office is located in Letchworth Garden City. 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.
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
What do I do?
Customer Support:
I am 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.
I understand my customers' needs and adapt my approach to ensure their satisfaction.
I take ownership of IT issues and collaborate with the wider IT team to provide solutions that are both cost-effective and fit for purpose.
I prioritize incoming incidents and requests, ensuring that each one is handled efficiently and in a timely manner.
Collaborate:
I work closely with the IT teams to deliver outstanding service, sharing information and best practices.
I handle incidents in line with the Incident Management process, keeping all parties informed with clear and accurate updates.
I 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.
I function as a liaison between the Service Desk and other IT teams to ensure effective communication and service delivery.
Performance Metrics:
I manage and monitor key performance indicators (KPIs) related to my role, constantly identifying areas for improvement to exceed service expectations.
I maintain high standards in documenting processes, creating clear and concise knowledge articles to assist in service delivery.
I 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:
I am adaptable and can manage multiple demands without losing focus.
I take personal responsibility for delivering results, overcoming barriers, and continuously improving.
I model respectful, cooperative behaviour and respond positively to setbacks.
I maintain professionalism and embody IT values in my daily work.
Personal Qualities
Why Should You Apply to Willmott Dixon?
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 awarded No 1 in the Best "big" Companies (2022) to work for and the Times Top 50 Employers for Gender Equality 2024 and is the first major contractor and developer to win a King's Award for Enterprise in the category of sustainable development.
About the Company
Willmott Dixon is a privately-owned construction and interior fit-out specialist with the ambition to create a huge and lasting positive, impact on our society. This is not only through what we build; it’s through the fantastic efforts of all our people who make a major contribution to enhancing their local communities. We like to think there's no better place to work; this is underlined by coming 5th in the 2020 Sunday Times list of Top 100 companies to work for - better than any other contractor. We provide excellent tra... Know more
Related Jobs
- Company Name
- Lorien
- Job Title
- Solutions Architect - Retail - Marketplace Financial Settlement
- Job Description
- Solution Architect - Retail Ecommerce Marketplace domain Hybrid - London Umbrella Our retail client are urgently looking for a Solution Architect to join them for an initial 3 month contract - potential to extend. We are looking for someone with expertise in designing financial settlement, escrow of third party funds and reconciliation solutions within the Retail Ecommerce Marketplace domain. We are looking for someone who will produce and own the Solution Design Documentation, and who is comfortable with and enjoys low level discovery into how legacy systems work alongside modern enterprise solutions, and will propose transitional and strategic solution states in a roadmap to achieve the business objectives. Ideal candidates should possess experience with Oracle Financials and Blackline, as well as proficiency in secure API and flat file integrations. Experience with Mirakl or other marketplace platforms would be highly beneficial. If you are interesting in this opportunity please submit your CV.
- Company Name
- Altech Group Ltd
- Job Title
- PHP Developer –PHP/Laravel/Vue -£375pd outside
- Job Description
- PHP Developer –PHP/Laravel/Vue I’m working with a brilliant business, who have a strong project pipeline. They require some external support on an E-commerce/API integration project for 4 months. They use Laravel for everything and so a solid appreciation of the framework will be important, including Eloquent ORM. You’ll be a seasoned PHP developer with experience of OOP and a broad spread of version experience. Some front end skills in Vue and Tailwind would help too. The office is based in Rossendale and initially you’d be doing 2 days on site.Rate is £375pd and the role is outside of IR35. Altech is acting as an agency for this role.
- Company Name
- World Wide Technology
- Job Title
- ******* *****
- Job Description
- Technical Product Owner – Cloud migration Company Overview World Wide Technology (WWT) is a global technology integrator and supply chain solutions provider. Through our culture of innovation, we inspire, build and deliver business results, from idea to outcome. World Wide Technology EMEA has an opportunity available for a senior Technical Product Owner to assist one of our financial clients with a business critical program. The successful candidate will play a crucial role driving direction, consulting, project and engineering management within our clients cloud migration program. Please see a list of requirements below: Responsibilities: Technical roadmap and product strategy development. Act as SME / Technical Delivery lead for platforms being moved to Cloud. Work closely with stakeholders to understand business requirements and relay the importance of technical directions. Act as the primary escalation point / POC for the platforms that are being migrated. Work closely / manage engineering teams to ensure smooth delivery based on project deliverables. Internal / External stakeholder management. Create user stories and product backlogs. Skills required: 5+ years experience in Product Owner/Manager role within Enterprise environment. Technical understanding of Cloud Migration engineering. Deep understand of cloud computing – AWS or GCP. Prior project experience in a cloud migration / automation. Preferred – Hands on technical background within DevOps / Cloud. Understanding of cloud technologies such as: AWS, GCP, EKS, Ansible, Kubernetes etc Excellent communication skills Leadership skills Candidates will be required to go through background checks before commencing contract. Must be an EU Citizen. Some occasional travel maybe required. Only successful candidates will be contacted. EQUAL OPPORTUNITIES World Wide Technology is committed to equal opportunities and actively seeks applications from all sectors of the community irrespective of sex, race, colour, nationality, ethnic or national origin, disability, marital status, sexual orientation, having responsibility for dependents, age, religion/beliefs, or any other reason which cannot be shown to be justified.
- Company Name
- Hudson Shribman
- Job Title
- Information Assurance Specialist
- Job Description
- Information Assurance Specialist – Cybersecurity Expertise Location: Surrey Hudson Shribman Recruitment is seeking a highly skilled Information Assurance Specialist to lead the design and implementation of secure systems, ensuring the protection of critical data and infrastructure. This role is ideal for professionals experienced in cybersecurity, information assurance, and embedded systems, with a strong focus on FIPS compliance and advanced security measures across hardware and software platforms. Key Responsibilities Software Security: Perform in-depth code reviews to identify and address security vulnerabilities. Design and implement secure communication protocols for embedded systems. Ensure encryption, secure boot mechanisms, and other cybersecurity measures are in place. Monitor software systems for unauthorized access or malicious activity. Hardware Security: Embed security features, such as trusted platform modules (TPMs) and hardware encryption. Test hardware for vulnerabilities, including side-channel attacks and backdoor exploits. Ensure programmable logic devices are tamper-resistant. Systems Architecture Security: Define and document security requirements aligned with FIPS, NIST, and organizational goals. Conduct risk assessments to mitigate potential threats to system architecture. Integrate secure practices across software and hardware teams. Proactively address emerging threats throughout the system lifecycle. Risk Assessment and Incident Response: Identify security risks across hardware, software, and systems architecture. Develop and test incident response plans for breaches or system compromises. Compliance and Standards: Ensure compliance with FIPS, ISO 27001, NIST, and other relevant standards. Maintain up-to-date knowledge of industry regulations across sectors like defence, aerospace, and critical infrastructure. Security Testing and Validation: Conduct penetration testing and vulnerability scanning across systems. Validate security measures, including encryption, access controls, and COMSEC. Experience & Skills Required Technical Expertise: Advanced knowledge of cybersecurity, cryptography, FIPS-140, embedded systems, and device security. Expertise in tools for vulnerability scanning, penetration testing, and risk assessment. Familiarity with SIP, AS-SIP, and assured communication services. Collaboration and Leadership: Proven ability to collaborate with software engineers, hardware designers, and systems architects. Strong communication and leadership skills to drive secure design principles. Qualifications: Minimum of 5 years’ experience in information assurance, cybersecurity, or related roles. Relevant certifications (e.g., CISSP, CISM, CEH) are highly desirable Security Cleared. Due to the nature of this role you MUST be eligible for UK security clearance.