Service Desk Analyst at Southern Water

Worthington, Minnesota, United States -

Full Time

Start Date

Immediate

Expiry Date

07 Feb, 26

Salary

33000.0

Posted On

09 Nov, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service Skills, Active Directory, IT Support, Multitasking, Organizational Skills, Technical Support, Problem Solving, Communication Skills, Learning New Technologies

Industry

Utilities

Description

Closing Date 31/12/2025 Job Title: Service Desk Analyst Location: Durrington (Worthing) Contract Type: Permanent Hours: 37 per week, hybrid, rotating shift basis 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 an multiple opportunities to join our 1st Line Support service desk as a Service Desk Analyst where you will get to work on a variety of new and exciting technologies and on projects 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. You will have experience working on an IT Service Desk, with excellent customer service skills, and you can adapt quickly in a fast-paced environment with conflicting priorities and always keep customer service at the forefront of everything they do. Working hours are Monday – Friday on a rotating weekly shift basis as follows: 7am – 3pm (week 1) 8am – 4pm (week 2) 9am – 5pm (week 3) 11am – 7pm (week 4) 1 in every 8 weeks Saturday shift 8am – 2pm (with a 3-day weekend the following weekend) Out of hours standby rota 6-8 nights a month with an additional daily allowance for this. Responsibilities to include: 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 Skills and experience neded: Previous experience in a service desk environment Experience using Active Directory for password resets etc Excellent IT skills Strong customer service skills/ experience Strong written and spoken English Organisational skills and ability to multitask when there are conflicting priorities Enjoys learning and adopting new technologies 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 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? If this role isn’t quite what you’re looking for but are keen to be contacted about opportunities at Southern Water, you can register your details here: Introduce Yourself (myworkdaysite.com) 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-Hybrid Our purpose is big. Our impact is huge. And we know that every single one of us has the power, through our actions, to positively change society and the environment for good. It’s why careers with us have real meaning. Because, if you’re driven and ambitious, we can offer you huge opportunities for personal growth, professional development and constant innovation. Forever evolving. Forever focused on doing the right thing, we empower and encourage everyone to play to their strengths and to help us shape a fair and positive future for all. We believe in Water for Life. If you do too, Dive Right In. 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. 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?

Responsibilities

Provide technical support to users through various communication methods while managing request fulfilment and escalations. Assist users with hardware and software issues, aiming for first-line fixes and escalating unresolvable issues as necessary.