Severn Trent

Service Desk Analyst

Severn Trent

part-time

Posted on:

Location Type: Office

Location: Coventry • United Kingdom

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Salary

💰 £19,036 per year

About the role

  • First point of contact in Technology, working to resolve user issues
  • Investigate and diagnose incidents within the Service Desk
  • Deliver effective communication to all users
  • Manage and communicate all high priority incidents
  • Engagement with the Service Assurance function, customers and internal/external suppliers
  • Control of high priority incidents, ensuring all appropriate information is gathered and documented
  • Raise and manage changes required by 3rd party service providers
  • Provide first line support by diagnosing and resolving incidents
  • Assign calls to correct 2nd level support group or third party

Requirements

  • Substantial interpersonal and technical skills
  • Ability to work under considerable pressure in a fast paced, secure environment
  • Problem solver with an analytical mindset
  • Solid technical understanding of at least some of the following: PCs, PC Applications, Windows and MS Office applications
  • Knowledge and experience in an outward facing, customer service function delivering exceptional customer experience
Benefits
  • 25 days holiday + bank holidays (and the ability to buy/ sell up to 5 days per year)
  • Annual bonus scheme (of up to £1,500, which is subject to eligibility)
  • Family-friendly policies (including a year off fully paid maternity and adoption leave)
  • Leading pension scheme – we will double your contribution (up to 15% when you contribute 7.5%)
  • Sharesave – the chance to buy Severn Trent plc shares at a discounted rate
  • Dedicated training and development with our Academy
  • Electric vehicle scheme and retail offers
  • Two paid volunteering days per year
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
incident diagnosisfirst line supportchange managementtechnical troubleshootingPCsPC applicationsWindowsMS Office applications
Soft Skills
interpersonal skillscommunication skillsproblem solvinganalytical mindsetability to work under pressurecustomer service skills