Service Desk Analyst

2 days ago

Coventry, Coventry, United Kingdom Severn Trent Full time
Job Title: Service Desk Analyst

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 Technology, working to resolve user issues, restore lost service quickly, and escalate issues when necessary.

Key Responsibilities:
  • Manage and communicate high-priority incidents, ensuring the right technical resource is identified for resolution and effective communication with the business.
  • 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.
Requirements:
  • Problem-solving skills with an analytical mindset.
  • Solid technical understanding of PCs, PC applications, LAN technology, Windows, MS Office applications, Citrix, and Lotus Notes.
  • Desirable experience in Microsoft Certifications and CompTIA Certifications.
  • Knowledge and experience in an outward-facing, customer service function where exceptional customer experience has been delivered.
What We Offer:
  • 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.

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