Service Desk Analyst

3 weeks ago

Worthing, United Kingdom Southern Water Full time

Closing Date

2024-09-23

Job Title: Service Desk Analyst

Location: Durrington (Worthing)

Contract Type: Permanent

Hours: 37/ week plus out of hours (shifts)

Salary: Up to £33,000 DOE

There has never been a better time to join our organisation as we build towards a greener future, tackling climate change, minimising our environmental impact, and reducing our carbon footprint

We have a rare and exciting opportunity to join our fast-paced 1st Line Support service desk as a Service Desk Analyst where you will get to work on a variety of new and exciting technologies as we move through our huge Digital Transformation.

Starting in our service desk is a great entry into an IT career We have internally promoted several Service Desk Analysts into a variety of different roles across the Digital Directorate including Service Desk Management, Service Delivery and Application Support.

This role will suit someone who has experience working on an IT Service Desk, with excellent customer service skills, who can adapt quickly in a fast-paced environment with conflicting priorities who is always able to keep customer service at the forefront of everything they do.

This role is Monday – Friday on a shift basis as follows:

7am – 3pm 8am – 4pm 9am – 5pm 11am – 7pm

1 in every 8 weeks Saturday shift 8am – 2pm (with a 3-day weekend the following weekend)

Out of hours standby rota (paid extra) 6-8 nights a month.

Job Overview

Working within a team of 8 Service Desk Analysts you will provide technical support to our userbase in a multitude of communication methods (telephone, email, self service portal and face-to-face - 70%). Managing request fulfilment, escalations, ad hoc jobs and project activities (30%)

Although the role will remain varied, day to day activities will include:

Taking inbound IT support requests and logging on ServiceNow ticketing system Aiming for 1st line fix where possible Escalating any unfixable issues to 2nd and 3rd line support Meeting internal clients at the desk side to assist with hardware and software issues with the aim to resolve at first line Password resets using Active Directory (AD) Assisting users with multi factor authentication issues Assisting users when new technology is rolled out

About You

Due to the nature of the role, you will be a fast learner who thrives on learning new technologies. Customer service is an essential requirement of the role.

You will have:

Previous experience in a fast-paced service desk environment Experience using Active Directory for password resets etc Excellent IT skills Strong customer service skills/ experience ITIL experience/ qualifications is a strong advantage Strong written and spoken English Organisational skills and ability to multitask when there are conflicting priorities

Package

This role will be full time on a shift basis, Monday to Friday plus on call with a hybrid approach to working between our Durrington office and home.

We are offering a salary of up to £33,000 per annum depending on skills and experience as well as other benefits including:

• Generous pension up to 11% company contribution

• 25 days annual leave

• Life assurance equal to 4x salary

• Salary sacrifice electric car scheme (after 6 months service)

• Health Cash Plan

• Full funded eye tests

• Two paid volunteering days a year

• Occupational health service

• Discounts with over 800 popular retailers

• Digital GP service

• Study support may be available for job-related qualifications (if position goes permanent)

• Competitive maternity leave and flexible return to work options

• Cycle to work scheme

Join our Service Desk team and see how far your career could progress with a company committed to career progression, training and development opportunities, our customers and the environment.

Does this opportunity excite you but you’re not 100% sure if you meet all the requirements for the role? Or are you concerned that ‘normal’ office hours aren’t possible given your personal circumstances? Whilst we can’t accommodate every flexible working request, we’ll try to find a practical solution. So why not engage with us and find out more about this role?

Our customers are at the heart of everything we do, because delivering water for life is our core purpose. To achieve this, we need 24/7 support in place to resolve incidents quickly and efficiently. All our employees understand the importance of out-of-hours incident support – because when problems appear, fixing them is our top priority. That’s why our people join together and support when and however needed to make sure our customers get the service they deserve. Joining the Southern Water family means you’ll become part of our incident support team. During your interview, your manager will speak to you about any incident support rotas that apply to your position.

Privacy Statement:

Please note: If you are an existing Southern Water employee, you will need to confirm within your application that your Manager is aware of your application.

All applicants must be eligible to live and work in the UK. You will need to provide evidence of eligibility (e.g. a passport or long birth certificate and proof of NI) and current proof of address (dated within the last 3 months), will be required as part of the recruitment process. If you do not meet these criteria, your application will not be considered.

#LI-AW1

#LI-Hybrid

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