Service Desk Analyst (Part Time)

at  Severn Trent

Severn Trent provide a critical national infrastructure to millions of customers in our region 24 hours a day, 365 days a year.
Our Technology team are vital to keeping the operation moving, as we deliver and maintain secure and stable IT services which maximises value to our business. We’re stacked with incredibly talented and innovative individuals who are always searching for exciting new ways to aid our business colleagues, and ultimately, our customers experience.
We welcome people from all walks of life and celebrate individuality, as we know diverse minds, experiences and backgrounds help us to learn and better serve our customers and the communities where they live.

EVERYTHING YOU NEED TO KNOW

We have an opportunity for you to join our Service Desk Analyst team working in Coventry Monday to Friday on a part time basis 7am to 12 noon 25 hours a week..
In this role you’ll be the first point of contact in Technology, working to resolve user issues, restoring lost service quickly and escalating issues when necessary. You’ll investigate and diagnose incidents within the Service Desk, delivering effective communication to all users and ensuring that all new services being delivered are received appropriately, so we can support.
As Service Desk Analyst, you’ll provide support for major incident management, working with all incident resolution groups (including 3rd parties) to ensure swift resolution.

Your other notable accountabilities will include:

• Managing and communicating all high priority incidents, ensuring the right technical resource is identified for resolution and that communication with the business is completed effectively
• Engagement with the Service Assurance function, customers and internal/external suppliers where required to restore service
• Taking control of high priority incidents, ensuring all appropriate information is gathered and documented
• Raising and managing changes required by 3rd party service providers
• First point of contact for Technology, delivering a professional service that promotes high customer satisfaction levels
• Assignment of calls to correct 2nd level support group or third party to affect a fix
• Providing first line support by diagnosing and resolving incidents and escalating incidents and service requests to the appropriate support team

The role of Service Desk Analyst is diverse and challenging, requiring substantial interpersonal and technical skills, as well as the ability to work under considerable pressure in a fast paced, secure environment.
You’ll need to be a problem solver with an analytical mindset, alongside a solid technical understanding of at least some of the following: PCs, PC Applications, LAN technology, Windows, MS Office applications, Citrix & Lotus Notes (MCP/CLS preferable).
To be successful, it would be desirable for you to possess experience in Microsoft Certifications and CompTIA Certifications.
Finally, having knowledge and experience in an outward facing, customer service function where you’ve delivered exceptional customer experience is paramount to your success in this role.