Information Systems Support Analyst

We currently have an exciting opportunity for an IS Support Analyst to join our Information System team in London, Waterloo. The IS Support Analyst will be responsible for providing first and second line support of IS Systems to the Bouygues E&S Solutions user base and to assist in the on-going development of the IS Support function.

The main duties and responsibilities of the role will include:

• Provision of first and second line application support of all IS systems
• Monitoring the progress of support requests and provide feedback to users
• Accurately maintaining data relating to support requests and producing reports for management
• Undertaking initial investigations into user queries, taking ownership, and resolving if possible
• Providing prompt and accurate feedback to customers
• Researching, diagnosing, troubleshooting, and identifying solutions to resolve customer issues
• Analysing call logs to spot trends and underlying issues
• Ensuring all support calls are recorded and closed appropriately
• Escalating unresolved issues to third line support analysts, developers and IS Support Manager
• Providing mobile hardware (PDAs, Tablets) configuration, maintenance, and support
• Maintaining and creating support documentation, processes, and procedures
• Data processing, reconciliation, and auditing tasks
• Liaising with internal and external service providers where appropriate
• Participating in the provision of training and related documentation

The ideal candidate will have the following skills, experience, and qualifications:

• Practical experience gained within an information systems support environment or in FM operational support

• Good troubleshooting and investigation skills
• Excellent customer service skills, previous experience in customer service is an advantage

• Strong team player with an ability to work autonomously
• Robust communication, presentation, and documentation skills
• Must have the ability to work under pressure and deliver to deadline
• Knowledge of web-based technologies (Maximo, DB2, MS SQL, Cognos, Sharepoint, Office 365, Edifice) is desirable

Why Bouygues E&S Solutions?

Bouygues Energies & Services Solutions (BYES) is an international business operating in over 25 countries and employing over 13,500 people. The company is part of the Bouygues Group – a global brand employing over 130,000 people in 80 countries within the construction, engineering, civil works, energy services, telecommunications, and media sectors.

In the UK, Bouygues Energies & Services is a leading provider of facilities management (FM), renewable energy services, highways, and complex engineering solutions across the public and private sectors.

We place a strong emphasis on continual development, both professional and interpersonal. Currently over 2% of the Company’s payroll is spent on Learning and Development activities. We have our own international and local training centres, delivering technical and management courses.

Be Yourself!

Here at Bouygues we value the creativity and innovation that our diverse workforce brings, encouraging people from all backgrounds, particularly those from underrepresented communities to apply. By joining us, you will be inspired to bring your full self to the workplace, speak up and share your unique ideas. You will also have an opportunity to join our employee led diversity & inclusion communities such as WeLink (women network), Encompass (LGBTQ+), Kaleidoscope (BAME), Disability and Wellness peer support network, Parents and Carers network.

We are an equal opportunities employer and encourage applications from suitably qualified and eligible candidates regardless of gender, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

We value your privacy and we are committed to protecting your personal details. If you choose to apply for this role, please do not include any sensitive data on your CV which reveals (directly or indirectly): your race or ethnic origins, your political, philosophical or religious opinions, or your membership of a trade union, your social security number, or information which relates to your health or sexual orientation or to any criminal convictions

We offer an excellent benefits package including:

• Generous holiday allowance
• Company share scheme
• Cycle to work scheme
• Season ticket loan
• Employee assistance programme