Senior Service Desk Analyst

3 days ago

Exeter, Devon, United Kingdom South West Water Full time

About the Role:

We are seeking an experienced and skilled Senior Service Desk Analyst to join our team at South West Water. As a key member of our IT department, you will be responsible for providing technical guidance and support to our service desk team, ensuring timely and effective resolution of technical issues.

Key Responsibilities:

  • Day-to-Day supervision of the IT Service Desk Team, acting as a point of escalation, by coordinating urgent and complex Incidents and Service Requests
  • Define, track & monitor performance related KPIs & SLAs at an individual and team level
  • Track and analyse trends in service desk Incidents and Service Requests to escalate
  • Monitor trends within the team to identify issues, resolve and suggest measures are implemented through the ITIL Problem Management process
  • Overseeing the process for communicating outage/emergency activities to key stakeholders across the Business
  • Coordinating the teams' resourcing levels, ensuring the rota is regularly updated and the right level of resource is always in place
  • Conduct operational huddles with the Team to ensure the timely resolution of the team's activities, reporting status to the IT Service Desk Manager
  • Work with the other IT Service Desk team members on a rota basis to ensure the IT Service Desk is resourced during operational hours
  • Log Incidents using ITIL aligned support management processes and tools to ascertain the impact to the user and applying the appropriate priority according to the IT Service Desk Procedure
  • Identify and carry out any immediate corrective action that can resolve or contain the issue directly. Using technical and problem-solving skills to resolve 70-80% of all incoming phone calls, tickets raised through our IT Self-Serve Portal and walk-ins to the Service Desk
  • Provide Identity Management support services, ensuring the resolution of PC access requests are fulfilled in accordance with agreed Information Security practices and processes, providing assurance to Audit functions that access is being granted accurately and responsibly
  • Actively triage incidents and service requests, which cannot be resolved from a first line perspective to the appropriate internal IT team for resolution (2nd and 3rd line internal IT teams)
  • As a member of the IT Service Delivery Team, support operational priorities and assist other teams across the department where required

Requirements:

  • Proven working experience in a Service Desk IT Support Analyst role
  • Candidates should have a degree (or equivalent) or relevant technical IT support experience. 5 GCSEs or equivalent (including Maths and English), minimum Grade C
  • Working knowledge of Active Directory, Microsoft Windows 10 and M365 and familiarity with both remote desktop and help desk applications such as SCCM
  • Excellent written and verbal communication skills, with a friendly approach to problem solving
  • A self-motivated individual who has the ability to work using their own initiative as well as work well in a team
  • Strong organisational and prioritisation skills with the ability to take responsibility for multiple jobs simultaneously
  • Applying a customer-focused approach; taking ownership of tickets, keeping users informed of progress, understanding the business impact, seeking feedback and always striving to improve
  • The ability to think logically with good problem-solving skills
  • Self-motivated individual who gains satisfaction from providing excellent customer service and who can remain calm under pressure
  • You will have good understanding of Incident/ Service Request/Problem and Change Management processes – preferably to ITIL V4 Foundation standard

What We Offer:

  • Generous holiday allowance plus bank holidays
  • A discretionary Bonus
  • Competitive Contributory Pension
  • Share-save Scheme
  • Various health benefits
  • Wellbeing support programmes
  • A range of Group Discounts
  • Cycle to Work Scheme
  • Financial support services

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