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Service / Support Desk Analyst

Date: Jun 21, 2022

Location: Croydon, GB, CR0 2BX

Company: Bentley Systems

Location: Croydon office/hybrid role.


Position Summary:

The Support / Service Desk Analyst is part of a helpdesk team who acts as a single point of human contact to meet the communication and support needs for users of IT solutions such as Common Data Environments and GeoConnect+ The helpdesk is focused on delivering excellent customer service through effective tracking and resolution of service requests, queries, incidents, and problems in a timely fashion, to meet Service Level Agreements. As well as being knowledgeable and helpful, the helpdesk team also provides continuous feedback which allows preventative measures and improvements to be developed and rolled out supporting wider customer satisfaction with Cohesive products and services.

  • The ideal candidate will have a broad range of skills, experience, and capabilities as follows:
    • Experience in providing Level 1 & 2 helpdesk/service desk support
    • Knowledge of service desk software
    • Excellent communication and interpersonal skills
    • Customer-oriented and patient
    • A strong appetite to learn


Your Day-to-Day:

  • Mobilisation / Demobilisation / Updating
    • From service requests Mobilising/demobilizing and updating projects, workspaces, companies, and users in line with client processes
  • User Support
    • Serve as the first point of contact for customers seeking technical assistance over the phone or via email
    • Respond to ad-hoc requests to move or rename any incorrectly uploaded files or documents
    • Perform remote troubleshooting through diagnostic techniques and pertinent questions to enable system incidents and requests to be logged clearly and classified correctly
    • Resolve incidents/requests if possible and coach the user (if appropriate) so that they understand how to avoid similar issues in the future, directing them to sources of self-help e.g., the knowledgebase/ frequently asked questions
    • If issues/requests cannot be resolved, assign a priority, and assign them to the correct team for resolution, ensuring that the customer understands the next steps including any service level agreements/response times
    • Monitor response times and progress regarding issues, keeping the customer informed and monitoring progress through to closure
    • Log customer change requests and any feedback or suggestions and pass them on to relevant teams for investigation
    • Identify and suggest possible improvements to procedures
    • Provide quick resolution and excellent customer service
    • Keep records of problems and their resolution
  • Knowledgebase and frequently asked questions
    • Maintain the knowledgebase and frequently asked questions
    • Review FAQs quarterly as part of continuous improvements activities and publish them to user-facing FAQs or escalate them to become part of the product development backlogs
  • Compliance & Reporting
    • Provide regular and ad-hoc helpdesk reports and KPIs as required by the client


What You Bring to The Team:

  • Qualifications
    • Higher National qualifications related to architecture, engineering, construction, information management, business information systems, or equivalent experience
    • Desirable: Qualified to Degree level in architecture, engineering, construction, information management, business information systems, or equivalent experience
  • Skills & Knowledge
    • Experience in providing Level 1 & 2 helpdesk support to meet SLAs
    • Excellent communication and interpersonal skills
    • Customer-oriented and patient
    • A strong appetite to learn and able to maintain high productivity when out of the office
    • Desirable:
      • Knowledge of the construction/property industry
      • Knowledge of ITIL 4
      • Knowledge of document control and BIM e.g., CDEs and BS 1192 & PAS 1192


What We Offer:

  • A great Team and culture.
  • Remote, hybrid, or in-office model – choose what works for you.
  • An exciting career as an integral part of a leading full lifecycle digital integrator.
  • Competitive Salary and benefits.
  • The opportunity to work within a global and diversely international team.
  • A supportive and collaborative environment.
  • Colleague Recognition Awards.


Who We Are:

Cohesive is a full lifecycle digital integrator delivering transformational outcomes through the built and natural environment

We have brought together the best of the industries digital capabilities in each of the ‘Deliver’, ‘Operational’ and ‘Optimisation’ asset stages under the banner of “Better Together”, to create a truly integrated approach to manage our client’s assets and services using up to date technology and Digital Twins.

We work in three regions (Americas, Europe Middle East and Africa (EMEA), and Asia Pacific) creating partnerships and collaborations to provide outstanding service and advice. We work in close partnership with our clients to improve their Financial, Social, and Environmental outcomes. We leverage the skills and expertise of our teams and a select handful of high-calibre complimentary partners to meet and exceed expectations.


Equal Opportunity Employer:

Cohesive is proud to be an equal opportunity employer and considers for employment all qualified applicants without regard to race, color, gender/gender identity, sexual orientation, disability, marital status, religion/belief, national origin, caste, age, or any other characteristic protected by local law or unrelated to job qualifications.



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