At a Glance
- Tasks: Provide first-line IT support and troubleshoot technical issues for users.
- Company: Join CITB, a respected organisation shaping the future of UK construction.
- Benefits: Enjoy free onsite lunch, gym access, generous holiday, and professional development opportunities.
- Other info: Full-time role with excellent growth potential and a supportive team environment.
- Why this job: Kickstart your career in IT while making a real difference for users.
- Qualifications: Customer service skills and basic IT knowledge are essential.
The predicted salary is between 25586 - 25586 £ per year.
This role focuses on being the primary agent responsible for 1st Line support of IT systems and environments. It provides the 1st point of contact for CITB end-users seeking technical assistance through handling incoming requests or incidents raised from end-users via email, over the phone or directly through our incident and request portal, ServiceNow.
The Service Desk Analyst can troubleshoot or resolve IT issues across Hardware, Software, and Network connectivity issues. The Service Desk Analyst will maintain incident and service request records and escalate any incident or request to 2nd line or to other IT agents as required.
Hours of Work: Full-time (35 hours per week)
Grade: TM1
Target Salary: £25,586 per annum
Location: Bircham Newton – based full time on site
Provisional Interview Dates: w/c 7th September 2026
What you’ll be doing:
- Act as the first line of support for IT-related queries via phone, email, or our ticketing system ServiceNow
- Log, categorise, and prioritise incidents and service requests, either to resolve at first-line or to escalate to others in IT
- Diagnose and resolve technical issues related to desktops, laptops, mobile devices, and other applications
- Escalate more complex issues and tickets to 2nd or 3rd line support teams as necessary
- Follow up with users to ensure issues are fully resolved, or the user is informed of progress and any subsequent actions
- Maintain and update knowledge base articles and documentation
- Ensure adherence to SLAs and service standards
- Experience with enterprise-scale deployments of 1000+ user-base
- Some knowledge or an appreciation of compliance frameworks, examples, CE+, ISO 27001, ITIL
- Familiarity with working in a Service Desk environment using ITSM third-party management tools to manage and update tickets
- Some technical knowledge or an appreciation of enterprise level computing, mobile devices, Microsoft tool set (Azure, Office365, OS Windows 11)
- Customer service skill set to provide customer support services in a professional and efficient manner
- Problem solving capability by having a curious, investigative mind set
- IT certifications: ITIL or something similar
- Basic knowledge or appreciation of Network concepts
- Some knowledge or appreciation for AD, AAD and other logon concepts such as SSO
- Some knowledge of cybersecurity best practice
- Able to support onboarding/offboarding processes, including account setup and equipment provisioning
- Monitor system alerts and respond proactively to potential issues
Benefits:
- Free onsite lunch at NCC sites
- Subsidised Costa Coffee on site at NCC Bircham
- Free onsite parking
- Free onsite gym at Bircham Newton
- 25 days holiday + bank holidays
- 3 additional days Christmas shutdown
- Generous pension scheme (up to 9% employer contribution)
- Life assurance (4x salary)
- 2 paid volunteering days per year
- Professional development & funded training qualifications
- Employee Assistance Programme
- Be part of a respected organisation shaping the future of UK construction
Closing Date: Please note that we reserve the right to close the vacancy prior to the stated closing date. Applications will be reviewed on an ongoing basis, therefore early applications are encouraged to avoid disappointment.
Safer Recruitment: CITB is committed to safeguarding and promoting the welfare of vulnerable adults, children and young people. Candidates must be willing to undergo the requisite pre-employment vetting checks and procedures, including checks with past employers and the Disclosure and Barring Service. A basic DBS is required for this post.
During the shortlisting process, CITB may consider carrying out an online search on shortlisted candidates as part of its due diligence.
We are committed to equal opportunities and recruit based on merit, skills and experience.
System Analyst employer: CITB
CITB is an exceptional employer, offering a supportive work culture that prioritises employee growth and development. With a competitive salary, generous benefits including a robust pension scheme and professional development opportunities, employees are empowered to thrive in their roles while contributing to the future of UK construction. The hybrid working model in Peterborough further enhances work-life balance, making CITB a rewarding place to build a meaningful career.
StudySmarter Expert Advice🤫
We think this is how you could land System Analyst
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what CITB values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges CITB might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at CITB!
✨Direct Apply to CITB
Let's not forget to apply directly through the CITB website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace System Analyst
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at CITB.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at CITB. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at CITB
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
