System Analyst

incidents and service requests, either to resolve at first-line or to escal"ate to others in ITBe able to diagnose and resolve technical issues related to desktops, laptops, mobile devices, and other applicationsEscalate more complex issues and tickets to 2nd or 3rd line support teams as necessaryFollow up with users to ensure issues are fully resolved, or the user is informed of progress and any subsequent actionsMaintain and update knowledge base articles and documentationEnsure adherence to SLAs and service standardsExperience with enterprise-scale deployments of 1000+ user-baseSome knowledge or an appreciation of compliance frameworks, examples, CE+, ISO 27001, ITILFamiliarity with working in a Service Desk environment using ITSM third-party management tools to manage and update ticketsSome 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 mannerProblem solving capability, by having a curious, investigative mind setIT certifications: ITIL or something similarBasic knowledge or appreciation of Network conceptsSome knowledge or appreciation for AD, AAD and other logon concepts such as SSOSome knowledge of cybersecurity best practiceAble to support onboarding/offboarding processes, including account setup and equipment provisioningMonitor system alerts and respond proactively to potential issuesFree onsite lunch at NCC sitesSubsidised Costa Coffee on site at NCC BirchamFree onsite parkingFree onsite gym at Bircham Newton25 days holiday + bank holidays3 additional days Christmas shutdownGenerous pension scheme (up to 9% employer contribution)Life assurance (4x salary)2 paid volunteering days per yearProfessional development & funded training qualificationsEmployee Assistance ProgrammeBe part of a respected organisation shaping the future of UK constructionClosing DatePlease 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 - IncidentalCITB 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.Artificial Intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action.We are committed to equal opportunities and recruit based on merit, skills and experience. #J-18808-Ljbffr

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.Hours of Work: Full-time (35 hours per week)Grade: TM1Target Salary: £25,586 per annumLocation: Bircham Newton - based full time on siteProvisional Interview Dates: w/c 7th September 2026What you’ll be doing:Act as the first line of support for IT-related queries via phone, email, or our ticketing system ServiceNowLog, categorise, and prioritise