IT Service Desk Analyst

Balfour Beatty has an exciting opportunity for a IT Service Desk Analyst to join our growing team in Newcastle. What you'll be doing

• Provide First-Line Support: Act as the initial point of contact for all IT service desk

enquiries, including hardware, software, and network issues.

• Incident Management: Log, prioritise, and manage incidents and service requests

from users via phone, live chat, and self-service portal.

• Troubleshooting: Diagnose and resolve technical issues, escalating to 2nd/3rd line

support teams where appropriate.

• Customer Service: Deliver exceptional customer service by communicating

effectively with users, keeping them informed about the status of their requests, and ensuring their issues are resolved in a timely manner.

• Knowledge Management: Maintain and update the knowledge base with accurate

and detailed information about common issues and their resolutions.

• User Training: Provide basic training and guidance to users on common IT systems and applications.

• Documentation: Document all actions taken to resolve user issues, ensuring all

records are accurate and up to date.

• Collaboration: Work closely with other IT team members to ensure a cohesive and

efficient support service

• Previous experience in a service desk or customer support role.

• Experience using service management tools such as BMC Helix and ServiceNow

• Knowledge and use of AI tools and technologies, including Microsoft Copilot, to

enhance productivity and streamline workflows.

• Basic understanding of computer systems, networks, and common software

applications.

• Experience of supporting Windows 10/11 and Office 365 applications, including

Word, Excel, PowerPoint, Teams and Outlook, to support daily business operations and enhance productivity.

• Communication Skills: Excellent verbal and written communication skills with the

ability to explain technical issues to non-technical users.

• Problem-Solving: Strong analytical and problem-solving skills with a proactive approach to resolving issues.

• Customer Service: Experience of providing high-quality customer service with a positive and professional attitude.

• Teamwork: Ability to work effectively as part of a team and collaborate with colleagues.

• Organisation: Strong organisational skills with the ability to manage multiple tasks

and priorities

Why work for us As if contributing to and supporting work that makes life better for millions wasn't rewarding enough, we offer a full range of benefits too. You'll have the freedom to shape the package that's right for you and your life. Here are some of our key benefits:

• Smart working, giving you more flexibility such as staggered start and finish times, with up to 40% remote working, where roles allow.

• 25 days paid annual leave (pro rata)

• Family friendly policies which include 28 weeks full pay for maternity/adoption leave and four weeks full pay for paternity/partners leave

• Pension, share incentive plan, volunteering leave, recognition schemes and much more…

At Balfour Beatty we believe that diversity and inclusion are essential components of any successful, happy workplace. Through our Value Everyone Diversity and Inclusion Strategy and Action Plan, we are growing our diverse workforce and developing our inclusive culture where everyone is able to thrive and reach their full potential, regardless of their identity or background. To find out how we are making this a reality, visit To help and support us with our desired commitment to create an inclusive culture we are members of WISE, enei, Business Disability Forum and the Association for Black and Minority Ethnic Engineers (AFBE). In 2020, we signed the Audeliss and Involve Open Letter to demonstrate our commitment to taking key long term and sustainable actions on Black Inclusion. Balfour Beatty is also a Gold Award holder in the Ministry of Defence 'Employer Recognition Scheme' and actively encourage applications from Armed Forces personnel, veterans and reservists. As a Disability Confident Employer, we are committed to working with people who have disabilities and long-term health conditions to remove barriers for them in obtaining employment. We are also committed to offering applicants with a disability an interview if they meet the minimum requirements for the role. For more info, visit: We are looking to continually improve our resourcing process and ensure that it is fair and inclusive for all. If you have any feedback on the process, please share this with us at: candidaterecruitmentqueries@balfourbeatty.com