Willmott Dixon are recruiting for an IT Request Analyst join our busy IT Service Operations Team. The Request Analyst is an integral role within Service Operations and will be responsible for undertaking the activities that will ensure compliance to the request fulfilment process that provides a central co-ordination function for the management of service requests. This role will involve a combination of remote working and office based working at our Head Office in Letchworth Garden City.

Why should you apply to Willmott Dixon? Our talented IT team have worked tirelessly throughout 2020 to provide the business with a best in class IT service that has kept the business running in the face of the challenges that the last year has thrown at us. They are a great team to work with and would describe themselves as: -

* Flexible

* Fun

* Uncomplicated

* Genuine and friendly

* Innovative and keen to improve

* Responsive to customer needs

Not only are they a genuinely nice bunch of people, they are also passionate about ensuring that the business has the technical toolset that they need to stay ahead of the competition. This means that the business has invested heavily within IT over the last couple of years and will continue to do so throughout 2021 and beyond! What does this mean for our Service Operations Team? Our customers are really important to us and we strive to provide our customers with the IT tools and equipment that they require to do their jobs successfully. Within this role you will be responsible for the end to end IT request process from the point of order through to the successful delivery of items to our end users.

As an IT Request Analyst you will undertake all activities relating to the process to ensure that we are compliant. You will ensure that service requests are responded to in a timely manner and that all customers and suppliers have the appropriate expectations set and agreed.

With this in mind, we are looking for people that have exceptional customer service skills with a desire to help people. You will ideally be a fast learner with an interest in IT and technology and a desire to add to your technical skills and knowledge. Previous experience within an IT based role is not required for this role, we will provide the training and support that an individual may require to be successful in this position.

Some of the key duties / responsibilities with the role will include: -

* Customer satisfaction is essential, seek iterative improvements to the process and overall customer experience of IT. * Assisting the IT Request Manager with the development and documentation of the IT Service Request catalogue.

• Purchasing IT hardware, software and consumables, satisfying all order requests from within the business in line with our policies and procedures.

* Ensuring ownership of requests is well understood, expectations for delivery are clear, and ultimate delivery of the request meets the specifics of the outlined request by using embedded processes.

* Assisting in providing first-line support when workloads are high, or where additional experience is required.

* Appropriate and responsive handling of any escalations.

* Supporting vendor management to maintain a positive relationship with our suppliers.

* Complete analysis of requests to understand business requirements.

* Ensuring the 'one team' culture is fully embedded into the request function

Essential and Desirable Criteria

Proven experience of:

* Request Management

* Reading and accurately interpreting technical specifications and plans

* Capable of quality and coherent reporting

* Ensuring support teams understanding of IT processes and Procedures.

* Proactively liaising with staff in a non-technical manner.

* MS Excel and PowerPoint ideally to an expert level

* Managing difficult customers

Qualifications and Memberships

Desirable

* ITIL Foundation

* MBCS

Willmott Dixon embraces diversity in the workplace and will consider flexible and agile working. We are a disability confident employer. Benefits: In return we reward our people generously with a competitive package that gives you flexible benefits to fit your lifestyle and priorities. This includes but is not limited to, an enhanced pension scheme, full / heavily discounted private medical, life assurance, incentive bonus and a car scheme which will make us a market leader in sustainable company travel. Applicable roles will benefit from a motoring expenditure allowance (MEA) and everyone can access a new generation of low carbon and electric cars via the Willmott Dixon run car leasing scheme.

With nearly 170 years of rich history, Willmott Dixon's purpose beyond profit is to deliver brilliant buildings, transform lives, strengthen communities, and enhance the environment so our world is fit for future generations. Ensuring that we add lasting value to the neighbourhoods we work in; our values, people, innovation, partnerships and focus on sustainability has allowed us to build a successful and trusted privately owned business where our people can thrive. Construction is changing and we are at the forefront of that change. Pioneering new ways to build, innovating the way construction is viewed and establishing ourselves as one of the top employers in any industry. It truly is an amazing company in one of the most exciting industries with a vast array of professional career paths. We hold two Queen's Awards for Enterprise (for Sustainable Development and Social Mobility) and hold numerous people awards, we understand everyone has a unique potential and ability to make a difference and succeed; if you want your skills developed and talent recognised, why not join our business!