Senior Service Desk Analyst

Exeter, England / Technology / Permanent full-time

Senior Service Desk Analyst

At South West Water we believe that the strongest businesses are built on solid, stable foundations - with a vision and a culture that gives them the freedom to change, improve and innovate.

We’re proud to be responsible for providing reliable, efficient and high-quality drinking water and wastewater services for the beautiful South West area.

And we have huge ambitions.

Not only are we committed to reaching net-zero by 2030, but we’ve also partnered with Wildlife Trusts, National Parks and local partners to help ensure a better future for generations to come.

So, if you want to be part of a diverse team where opportunities flow and fresh ideas are welcomed, #JustAddWater.

We currently have an exciting opportunity for an experienced analyst to join our Service Desk, as a Senior hands-on analyst, in our Exeter office, working Monday to Friday, 37 hours per week. Joining us on a full-time, permanent basis, you will receive a competitive salary up to £36,000 per annum plus excellent benefits.

About the role:

Reporting to the Service Desk Manager, you will lead by implementing best practice and assist with hands on technical support. The Senior Service Desk Analyst will provide technical guidance and support to the service desk team, ensuring timely and effective resolution of technical issues. They will take ownership of complex cases, provide the next level of support, and work with other IT teams to identify and resolve issues.

You will be able to work under your own initiative, setting team rotas and reporting on service levels and user satisfaction. This role requires the ability to develop effective working relationships with colleagues within and beyond the IT Service Desk, in order to ensure that a consistent, high-quality service is delivered by the IT department. This is a fast-paced and varied role, requiring excellent communication and customer service skills as well as a broad range of IT knowledge.

What you'll be doing:

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, Monday to Friday 8am to 5pm

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

What we are looking for:

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

Whats in it for you:

We know that the support and commitment of our staff is key to our success so you will receive the opportunity for ongoing development and training for a long-term career with us. We’re one of the largest companies in the South West and are proud to have been awarded Investors in People recognition. In return, we offer an excellent range of benefits including:

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

And plenty more!

Closing date: Friday 18th October 2024

Be yourself, we like it that way. Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness.

Our core values which are essential to our success are:

Be Rock Solid - Build trust and be trusted. Be the one we all look to and can depend on.

Be You - We want you to bring your best everyday. Be yourself and make your mark in your individual way.

Be the Future - Embrace change. Drive Progress. Own the challenge.

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We're always pleased to hear from talented people. So if you have any questions about the opportunities that we have available, or if there's anything else you'd like to know before you apply (or indeed during the application process), please don't hesitate to send your details to our Talent Acquisition Team.

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