Junior Service Desk Specialist

In a Nutshell…

We have a fantastic opportunity for a Junior Service Desk Specialist to join our team within Vistry Services, at our office in Bishops Cleeve, Cheltenham. As the Junior Service Desk Specialist, you will be primarily responsible for providing 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.

We are pleased to say, this role can accommodate agile working arrangements.

Let’s cut to the chase, what’s in it for you…

Competitive basic salary and annual bonus
28 days annual leave plus bank holidays, and the option to buy up to 5 days per annum
Private Healthcare
Company contributory pension scheme
Life assurance – 4 x your annual salary
Sharesave scheme
Cycle to work scheme – up to £3000
Support with a professional membership
Denplan, GymFlex and many more…
In return, what we would like from you…

Behave in line with our company values – Integrity, Caring and Quality
Experience within an IT support role desirable (not essential as training can be given)
Higher studies (HND / Degree / NVQ or similar)
Excellent communication skills both in person and over calls
Excellent organisation and time management skills
More about the Junior Service Desk Specialist role…

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
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 individual
Inclusion and diversity are paramount to us here at Vistry Group – we firmly believe that this culture nurtures stronger performances across the wider business. All of our applicants and employees are treated fairly and respectfully, regardless of any protected characteristic/s. If you require assistance with regards to reasonable adjustments during your application process with us, then please do not hesitate to contact us – we will always be happy to help.