System Analyst

This role focuses on being the primary agent responsible for 1st Line support of IT systems and environments. It provides the 1st point of contact for CITB end-users seeking technical assistance. This will be through handling incoming requests or incidents raised from end-users via email, over the phone or directly through our incident and request portal, ServiceNow. The Service Desk Analyst can troubleshoot or resolve IT issues across Hardware, Software, and Network connectivity issues. The Service Desk Analyst will maintain incident and service request records and escal”ate any incident or request to 2nd line or to other IT agents as required., * Act as the first line of support for IT-related queries via phone, email, or our ticketing system ServiceNow

• Log, categorise, and prioritise incidents and service requests, either to resolve at first-line or to escal”ate to others in IT
• Be able to diagnose and resolve technical issues related to desktops, laptops, mobile devices, and other applications
• Escalate more complex issues and tickets to 2nd or 3rd line support teams as necessary
• Follow up with users to ensure issues are fully resolved, or the user is informed of progress and any subsequent actions
• Maintain and update knowledge base articles and documentation
• Ensure adherence to SLAs and service standards

• Experience with enterprise-scale deployments of 1000+ user-base
• Some knowledge or an appreciation of compliance frameworks, examples, CE+, ISO 27001, ITIL
• Familiarity with working in a Service Desk environment using ITSM third-party management tools to manage and update tickets
• Some technical knowledge or an appreciation of enterprise level computing, mobile devices, Microsoft tool set (Azure, Office365, OS Windows 11)
• Customer service skill set to provide customer support services in a professional and efficient manner
• Problem solving capability by having a curious, investigative mind set
• IT certifications: ITIL or something similar
• Basic knowledge or appreciation of Network concepts
• Some knowledge or appreciation for AD, AAD and other logon concepts such as SSO
• Some knowledge of cybersecurity best practice
• Able to support onboarding/offboarding processes, including account setup and equipment provisioning
• Monitor system alerts and respond proactively to potential issues

• Free onsite parking
• Free onsite gym at Bircham Newton
• 25 days holiday + bank holidays
• 3 additional days Christmas shutdown
• Generous pension scheme (up to 9% employer contribution)
• Life assurance (4x salary)
• 2 paid volunteering days per year
• Professional development & funded training qualifications
• Employee Assistance Programme
• Be part of a respected organisation shaping the future of UK construction

Closing Date

Please note that we reserve the right to close the vacancy prior to the stated closing date. Applications will be reviewed on an ongoing basis, therefore early applications are encouraged to avoid disappointment.

Safer Recruitment - Incidental

CITB is committed to safeguarding and promoting the welfare of vulnerable adults, children and young people. Candidates must be willing to undergo the requisite pre-employment vetting checks and procedures, including checks with past employers and the Disclosure and Barring Service. A basic DBS is required for this post.

During the shortlisting process, CITB may consider carrying out an online search on shortlisted candidates as part of its due diligence.