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Service Desk Analyst
2 months ago
Severn Trent is seeking a skilled Service Desk Analyst to join our Technology team. As a Service Desk Analyst, you will be the first point of contact for users, working to resolve issues and restore service quickly.
Key Responsibilities:- Manage and communicate high-priority incidents, ensuring the right technical resource is identified for resolution.
- Engage with the Service Assurance function, customers, and internal/external suppliers to restore service.
- Take control of high-priority incidents, ensuring all appropriate information is gathered and documented.
- Raise and manage changes required by third-party service providers.
- Provide first-line support by diagnosing and resolving incidents and escalating incidents and service requests to the appropriate support team.
- Problem-solving skills with an analytical mindset.
- Solid technical understanding of PCs, PC applications, LAN technology, Windows, MS Office applications, Citrix, and Lotus Notes.
- Experience in Microsoft Certifications and CompTIA Certifications is desirable.
- Knowledge and experience in an outward-facing, customer service function where exceptional customer experience has been delivered.
- Salary up to £, (salary pro-rata'd for hours).
- Days holiday + bank holidays (and the ability to buy/sell up to days per year).
- Annual bonus scheme (up to £, based on company performance and subject to eligibility).
- Leading pension scheme – we will double your contribution (up to % when you contribute ;
- Sharesave – the chance to buy Severn Trent Plc shares at a discounted rate.
- % monthly discount with Busy Bees Nurseries and one-week free childcare.
- Dedicated training and development with our Academy.
- Electric vehicle scheme and retail offers.
- Family-friendly policies.
- Two paid volunteering days per year.
