• Service Desk Analyst

    Job Locations UK-Somerset-Yatton
    Posted Date 3 weeks ago(20/11/2018 13:30)
    Job ID
    # of Openings
    Information Technology
  • About Costain and your project.

    Costain helps to improve people’s lives by deploying technology-based engineering solutions to meet urgent national needs across the UK’s energy, water and transportation infrastructures.


    Costain Integrated Technology Solutions provide integrated hardware and software based solutions across a broad spectrum of traffic monitoring and management requirements. 


    We are looking for a candidate to join our Services Desk Team, which supports Costain technology products and services delivered to our clients. The primary objective of the role is to act as first point of contact for customers; troubleshoot, diagnose and resolve problems and/or escalate to the 2nd line support team to investigate and resolve.


    On a daily basis, you 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. Liaise with 2nd line support with an opportunity for the right candidate to train with them to expand their technical knowledge and help assist with 2nd line queries. Communicating with 3rd party providers and 3rd line support, ensuring all communications are accurate and completed within our Operation Level Agreements. You will be communicating with both technical and non-technical colleagues on a daily basis.


    The role will be shift based; covering 8am until 6pm Monday to Friday across a 40-hour week and will require flexibility within this timeframe. Occasional weekend work may be required. 


    The role will be based in Yatton, with some site work required.  There is a plan in place to relocate the office to Worle in the near future. 

    What will I be doing?

    • 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 technology products
    • Various administrative tasks including collating reports, system administration, etc...
    • Updating Working instructions, Asset Database, workflows, Knowledge Base
    • Working to KPI’s, SLA’s and OLA’s



    About you

    Essential Skills:

    • Windows Operating Systems (2007, 8, 8.1, 10)
    • Office Products
    • Customer Service Skills
    • Monitoring System Performance
    • Networking Technologies
    • Understanding KPI’s, SLA’s and OLA’s
    • Understanding of Incident Management, Problem Management

    Desirable Skills:


    • ITIL certified
    • Power BI
    • Service Desk Experience
    • Experience of using an Incident Management System
    • Experience of using a Knowledge Base

    Person Specification:


    • Ability to use their own initiative 
    • Team player with a ‘can do’ attitude 
    • Good communicator (good telephone manner) with good written communication skills
    • Punctual, Approachable, Friendly
    • Ability to work under pressure with attention to detail a must
    • Ability to quickly pick up new software
    • Ability to communicate on different levels
    • Ability to deal with conflicting deadlines


    Final Statement

    We listened to our employees so our Core Benefits are funded by us and include a Group Pension Scheme, Employee Assistance Programme, Life Assurance, Income Protection and funded membership to a Professional Institute. In addition to this we also offer a Private Healthcare Scheme, Private Dental Scheme, Childcare Vouchers, Cycle to Work, Volunteering Days and Save as You Earn Scheme.  


    At Costain we aim to be an accessible, diverse and inclusive organisation to continue to meet our customers’ needs. We will be industry leading in our approach and people from all backgrounds will be proud to work for Costain. Our goal is to have a workforce that is representative of society.


    We actively encourage applications from candidates who have a relationship with the armed forces community whether as a currently serving member or reservist, ex-military or wounded personnel or as a member of a service family.



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