1. IT Service Desk Analyst
Job purpose
The role works closely with all Group IT teams to ensure an effective delivery of all IT
support within challenging time bound service levels.
The role operates in an environment with responsibility to respond, co-ordinate and resolve
all IT incidents throughout the Interserve Group. The IT Service Desk operates as a single
point of contact for IT issues and can manage a high volume of enquiries. Candidates must be
highly motivated, customer focused, prepared to be flexible within the wider IT customer
service team and capable of working under pressure during peak periods.
Responsibilities
 To answer incoming IT service calls, emails and liaise with users who visit the IT Service desk
within agreed SLA’s
 To resolve IT incidents, service requests and provide information to customers as required
 To ensure that all IT service incidents are managed according to Company policy
 To take ownership of user problems and be proactive when dealing with user issues,
escalating where required.
 To ensure that allocated support calls are closed to the satisfaction of the end user
 Develop a sound understanding of the Interserve businesses and aim of each system within
the company portfolio
 Reduce business impacts of incidents by understanding the business priorities and the user
base.
 Liaise with 3rd party suppliers, external and internal suppliers as required
 To provide and deliver a “GREAT” service to a demanding customer base.
Knowledge skills & experience
• Excellent customer service and IT skills or experience in a similar role
• Ability to follow processes and documentation ITIL guidelines preferred
• Ability to understand customer requirements and business drivers
• Ability to multi-task, working in a busy customer focused environment with exposure to:
o Windows WIN2003 Server, WindowsXP, Windows7
o Microsoft package 2003, 2007, Exchange/Outlook
o Service Desk Tool LANDesk
o BlackBerry, BES and mobile devices
o Citrix Xenapp V5, Web Interface, CSG, PDA
o Business Applications, Database Administration
o Connectivity, WAN, LAN, Broadband, Routers, 3G
o Mobility, Remote Access and desktop tools, McAfee AV
o Audio Visual and telephony, VC, VoIP, Hubs and Switches
o Basic understanding of network protocols and monitoring
o IT desktop and peripheral configuration and build knowledge
o Providing project support and participation
o Asset Management, licensing, KPI Reporting and support documentation
o Administration of knowledge database
o Working in a culture of Continuous Service Improvement
• Report on progress of incidents and update relevant service management tools
• Resolve technical incidents and problems as allocated by the duty team leader
• Provide IT support and guidance to all staff

2. • Provide full support of all hardware and software used by Interserve
• Perform general IT duties and tasks
• Produce work to the specification required.
Person
Essential Function:
To work as part of the IT Service Desk, providing 1st line support for all Interserve Group staff via
telephone, email and in person
Requirements:
• Excellent customer service skills
• Ability to understand and follow processes and documentation
• Ability to multi task, working in a busy customer focused environment
• Experience of training and coaching colleagues.
Personal Attributes, Core Values & Behaviours:
• Energy, drive and fairness
• Flexible, versatile and adaptable
• Comfortable in a change environment
• Focus on detail and completion
• Commitment to continuous improvement
• Responsible, accountable and customer focussed
• Results drive with focus on dead-lines
• Well organised and efficient.
Integrity:
• Shows fairness and consistency; action match words;
• Working at all times in accordance with company regulations, policies and processes;
• Treats others with respect; is direct, but diplomatic;
• Keeps confidences;
• Willing to admit mistakes.
Qualifications:
• ITIL Foundation (desirable)
• General IT skills or qualification (MCSE desirable)
• Qualified to A Level or equivalent
About the company
Interserve's vision is to be the Trusted Partner of all our stakeholders. We are one of the world’s
foremost support services and construction companies, operating in the public and private sectors
in the UK and internationally. We offer advice, design, construction, equipment and facilities
management services for society's infrastructure. Interserve is based in the UK and is listed in the

3. FTSE 250 index. We have gross revenue of £2.3 billion and a workforce of over 50,000 people
worldwide.
We are committed to equal opportunities for all.
Additional information for internal applicants
Please ensure that you discuss your application with your current line manager before formally
applying.
Please note that internal job moves are subject to the standard terms for the post being
advertised. Enhanced terms cannot be honoured.