Job Description

About the role
Balfour Beatty has an exciting opportunity for a IT Service Desk Analyst to join our Enabling Functions team to work in Newcastle upon Tyne (Longbenton).
Hours: This role will operate within a rota basis, 8 hour shifts between the hours of 7am - 6pm Mon-Fri. On-call and weekend is available as an optional at additional rates;
Location: This role offers SMART working, 60% office based with the remainder being able to be home based.
What you'll be doing
As a IT Service Desk Analyst you will:

• Answer inbound calls, live chat and self-service requests; document, prioritise, assign, track and respond to incidents and requests in a timely manner;

• Be responsible for end to end ownership of incidents throughout their lifecycle;

• Provide high rate of first contact resolution to user issues;

• Escalate high priority incidents to both internal and external teams;

• Identify opportunities to improve the knowledge within the Service Desk to increase the rate of first contact resolution and self-support materials available to end users;

• Actively participate in continuous improvement;

• Work effectively and flexibly within the broader Service Desk team structure, in line with operational requirements.

Who we're looking for
Personal Qualities and Experience:
The following qualities/experience are essential:

• Service Desk operations and IT technical support;

• Demonstrable experience of delivering exceptional Customer Service;

• Demonstrable IT user support experience across a range of technologies including Windows 7/10, Exchange, Active Directory, Cloud services and end user computing;

• Experience of handling service escalations;

• Relentless focus on service improvements;

• Ability to work under pressure and to agreed targets in a very fast paced environment;

• Proven problem-solving skills, with a methodical and logical approach;

The following qualities/experience are desirable:

• Service Management Toolset eg: BMC, Remedy, Service Now;

• Relevant experience in IT in a technical service desk support role;

• Using and supporting MS Office 365;

• Relevant Microsoft Azure certifications;

• Experience of using and supporting Oracle applications;

• Use of digital technology in the construction industry;

• Mobile device management including Intune;

• Chat bots.

Why work for us
Day in, day out, our teams deliver amazing projects in challenging conditions; developing, managing and maintaining the vital infrastructure and public spaces that modern economies, societies and communities rely on.
Company benefits include:

• 25 days holiday + 8 bank holidays per annum.

• Pension Scheme

• Flexible working patterns (office / home based)

• Quorum Q Card discounts

• Ability to purchase additional holidays

• Cycle to work scheme

• Reduced rate on private medical and dental health care plans

• Tastecard - 50% off food bills

About us
Balfour Beatty's Enabling Functions includes our centralised HR, IT, Procurement, Finance, Health & Safety, Sustainability and Comms teams. Together we support Balfour Beatty to deliver projects on behalf of our clients. We operate according to our Build to Last values of Lean, Expert, Trusted, Safe and Sustainable.
At Balfour Beatty we are committed to creating a diverse workforce and an inclusive culture where everyone can be themselves and reach their full potential, not only because this is the right thing to do, but because it makes us a better business. To ensure we deliver on this commitment, we have a UK Diversity and Inclusion Action Plan which sets out the wide range of targeted, proactive, measurable steps we are taking to make this a reality. You can read our UK Diversity and Inclusion Action Plan in full at
To help and support us with our desired commitment to create an inclusive culture we are members of WISE, enei, Business Disability Forum and Women into Construction. 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.
Further information on Disability Confident can be found at:

Skills Required