Service Desk Analyst

On a daily basis, the applicant will maintain ownership of faults and provide timely updates to both internal and external customers; ensuring faults are given the correct level of priority and meeting service level agreements. There is also an opportunity for the right candidate to train with our 2 nd line support to expand their technical knowledge and help assist with 2 nd line queries.

The role will be shift based; covering 8am until 6pm Monday to Friday and will require flexibility within this timeframe.

This is a Hybrid role - 2 days office based in Western-Super-Mare and 3 days WFH

Responsibilities

The role will include but is not limited to:

• Dealing with incoming faults over the phone and via email.
• Logging incidents and faults on our service software and prioritising them in line with project procedures.
• Liaising with customers/engineers and providing regular updates.
• Maintaining ownership of faults until resolution, ensuring all faults are progressed and cleared within SLA (escalating to 2nd/3rd line support where appropriate).
• Diagnosing and resolving issues at first point of contact.
• Performing system admin duties and proactive system checks.
• Undertaking training in Costain’s technology products.
• Various administrative tasks including collating reports, managing users and passwords, etc.

Essential

Knowledge, Skills, and Experience

• Flexible
• Computer Literate – additional training will be given
• Willingness to learn
• Attention to detail
• Excellent interpersonal skills
• Problem solver
• Works to own initiative
• Confident
• Team player

Desirable

• Prior experience ina similar role

Costain helps to improve people’s lives with integrated, leading edge, smart infrastructure solutions across the UK’s energy, water, transportation and defence markets. We help our clients improve their business performance by increasing capacity, improving customer service, safeguarding security, enhancing resilience, decarbonising and delivering increased efficiency. Our vision is to be the UK’s leading smart infrastructure solutions company. We will achieve this by focusing on blue chip clients whose major spending plans are underpinned by strategic national needs, regulatory commitments, legislation or essential performance requirements. We offer our clients leading edge solutions that are digitally optimised through the following five services which cover the whole lifecycle of their assets: future-shaping strategic consultancy; consultancy and advisory; digital technology solutions; asset optimisation and complex programme delivery. Our culture and values underpin everything we do.

Costain appreciate the time and effort taken when applying for one of our positions but, due to the high volume of responses, we are unable to provide individual feedback on candidates at application phase.

We do share individual feedback following an interview .

A Disability Confident employer will generally offer an interview to any applicant that disclose they have a disability and meets the minimum criteria for the job as defined by the employer.

It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people.

https://www.gov.uk/government/collections/disability-confident-campaign