AddressDuties/Responsibilities
IT Service Desk Analyst
Location:Surbiton, Surrey
Working hours: 09:00 - 17:00 Monday - Friday 35 hours per week.
Benefits: Benefits: 25 Days Holiday + BH, Company Sick Pay, Flex Benefits (EMCOR UK discount scheme)
About EMCOR UK:
At EMCOR UK, we revolutionise facilities management by combining our engineering heritage and innovation capability. We prioritise people in everything we do, collaborating closely with our customers to understand all their needs, from the big picture to day-to-day operations. Our purpose is to “create a better world at work”. Using our unique insight platform, "One Data World," we harness data-driven intelligence to make informed decisions, adapting our services to meet our customers’ evolving requirements. This allows us to cultivate an enhanced workplace experience for their teams whilst optimising efficiency, meticulously managing every asset, and minimising their impact on the planet. All supported by our commitment to safety, compliance, and assurance. Our partnering approach empowers our customers to shape a better future. Whether guiding their path to net zero or redeveloping their facilities for enhanced efficiency, we create better places for work whilst taking away the burden of facility operations, freeing up our customers to concentrate on their business.
Role overview:
As a IT Service Desk Analyst at EMCOR UK, you will play a pivotal role in delivering and supporting a professional and efficient service across our accounts. The Service Support Analyst provides the 1st point of contact, ownership and customer service of all queries and requests made to the IT Service Desk through email, phone calls, IT request portal, etc. the role encompasses the co-ordination and resolution of any issue or request received into the department. The role acts as an ambassador for IT to the rest of the business and EMCOR’s clients. A 1st and 2nd line level of technical ability and awareness is required to cover the areas of support provided by this team.
You will be responsible for providing measurable 1st time fix resolution to all customers of the Service Desk, e.g. Basic laptop functions, password resetting, use of mobile technologies, Adobe products, etc. Liaises with all other IT functions on the escalation and resolution of service tickets, providing detailed, accurate logged information. You will be the Service Support Analyst provides the 1st point of contact and ownership of all contact made to the IT Service Desk through email, phone call, or IT request portal. The role encompasses the co-ordination and resolution of any issue or request received into the department.
- Providing asset management support to the Service Desk Manager and other support functions by way of identifying asset information, providing reporting analysis, and updating key IT asset information.
- Liaises with external 3rd parties to provide subcontracted services e.g. calling out engineers to faulty equipment and requesting mobile accounts.
- Creates and maintains electronic workflow documentation used by customers and provides support to users on how to use the EMCOR UK technologies.
- Completes System Administration tasks for EMCOR products and services – i.e. Intelex, Agility, Dashboard, JDE or Finance systems.
- Originates electronic workflow documentation to customers and provides support to users on how to use the technology ie EchoSign document workflow approvals.
Person Specification
Who you’ll be:
The role would benefit from a foundation knowledge of ITIL v2 or v3 standards for Incident, Problem and Service Request management.
A patient and “customer first” manner essential for this role and being prepared to go the extra mile in order to complete the task on time, and to high standard.
Prioritisation and planning is a key feature of this role, and the role requires that the individual should be able to manage their time to provide successful outcomes per the department KPI’s.
At EMCOR UK, we embrace and celebrate diversity in all its forms.
We welcome applicants from all backgrounds and experiences, regardless of age, race, gender, sexual orientation, religion, disability, or any other characteristic that makes you unique. We believe that a diverse and inclusive workforce fosters creativity, innovation, and better problem-solving.
We encourage applications from all candidates and are committed to providing equal opportunities for employment and growth, supported by our inclusive policies and practices.
Join us in our endeavour to build a culture of mutual respect and equity, a place where every voice is heard, and every individual is championed.
Join us in building a better world at work.
Benefits
- 25 days holidays + Bank holidays
- Holiday Buy Scheme - up to 5 days
- Industry leading Maternity & Paternity Policies Real Living Wage Employer
- Refer a Friend scheme
- Extensive Learning & Development opportunities - including opportunities for progression.
- Discount Shopping, Gym, Days Out
- Bike To Work Scheme
- Medicash - Health cash plan - Benefits covered include dental, optical, physiotherapy and a health & wellbeing.
- Employee Assistance Programme - Offering guidance and advice on Personal, Health, Legal and Financial queries.
- Occupational Health - Making a positive change to Health & wellbeing at work.
- Various Rewards & Recognition Awards
- x11 RoSPA Awards for Health & Safety achievements in 2022
- Order of Distinction Award for our Aldermaston account team (for 15 consecutive RoSPA Gold Awards)
- Stable employer with long-term prospects on the contract
