Service Desk Specialist

Vistry Group brings together the energy and talents of Bovis Homes, Linden Homes and Vistry Partnerships (formerly Galliford Try Partnerships).

With developments from Northumberland to Cornwall and Cheshire to Norfolk, Vistry Group will be delivering around 12,000 homes a year across the country, this makes us one of the top five housebuilders in the UK.

We are a real powerhouse of a business with a focus on delivering for our people, our customers, our clients, our contractors and our shareholders.

In a Nutshell:

The primary role will be to provide first class level of customer service to all users and provide initial resolution of incidents where possible. Where resolution is not possible then escalate the call to the appropriate support team within the department.

What we would like from you:

Key Responsibilities -

• Answer all calls using standard greeting
• Capture issues by phone, or email, in a timely fashion
• Contact users by phone or email when further detail is required
• Ensure the full details of the user's request are taken and logged in the service management system (including any user actions)
• Ensure the ticket is correctly categorised and prioritised
• Participate in provisioning hardware, assisting with departmental projects,
• Communicate and escalate known/reoccurring issues with the IT Management team
• Produce documentation when required
• Assist with the development of the service management system
• Ticket reassignments, prioritisation, etc.
• Responsible for keeping the user informed on the progress of their support ticket
• Escalate tickets where required to the IT management team
• Logging new users in the service management system
• Assisting with processing new users (accounts, email, permissions etc.)
• Assisting with Inductions of new users
• Assisting the teams in preparing for site visits
• Adhere to the IT Security Strategy at all times

Communication

• Communicate with members of the IT department to ensure internal SLA's are met
• Attend departmental meetings as required, contributing as necessary
• Provide regular updates on progress to relevant teams and individuals

Health & Safety

• Ensure you have read the Company's health and safety policies and procedures and observe them at all times.
• Ensure your workplace is kept tidy and any hazards are eliminated or reported to your line manager.
• Wear appropriate protective clothing on site at all times.
• Attend all health and safety training as required by the Company

Competencies -

• Grounding or some experience in IT
• HND or university equivalent

The Good Stuff:

Vistry Group is a fast paced and exciting place to work. We offer our employees multiple opportunities to learn, develop and nurture successful careers with us...... click apply for full job details