Service Desk Analyst (Ref: 1539/23)

Exeter, England / Technology / Permanent full-time

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Service Desk Analyst (Ref: 1539/23)

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 charities, 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.

Would you like to work within a collaborative team where your skills and experience can make a difference? 

We currently have an IT Service Desk Analyst position available for a motivated individual to join our team in Exeter. Joining us on a full-time, permanent basis, you will receive a competitive salary starting from £25,518 per annum plus excellent benefits.

About the role:
This is an excellent opportunity for a highly motivated individual looking to progress their IT career, working with over 100 experienced IT professionals, many whom themselves began their IT career on the Service Desk.  

Reporting to the Service Desk Manager, you will accurately capture issues and exhaust all options for resolution at the first point of contact, demonstrating empathy and a genuine passion for delivering great IT support service to all of your 3,000 Pennon Group colleagues and Partners.

This position requires a great attitude, good communication, analytical, and problem-solving skills to provide first level technical IT support, as well as the ability to research, resolve and escalate IT issues when necessary.

What you will be doing:

  • Work with other members of the IT Service Desk on a rota basis to ensure the IT Service Desk is resourced during operational hours, Monday to Friday 8am to 5pm
  • Effectively communicating with colleagues in the wider business, of all levels of seniority and IT proficiency by telephone, email and through our ITOnline self-serve portal
  • 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
  • Resolve Incidents and Service Requests according to the defined service level agreements (SLAs) and identify opportunities to support continual process improvement
  • 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
  • Agree next course of action with users, monitoring progress whilst keeping the users up to date with the latest progress in a timely, positive, enthusiastic, professional and courteous manner
  • When required, assign Incidents and Service Requests that cannot be resolved at first line to the appropriate internal IT team for resolution (2nd and 3rd line internal IT teams)
  • Escalating any potential impacts to service to the Service Desk Manager to maintain customer satisfaction
  • Develop self-help IT support material
  • Supporting the activities of the wider IT Service Delivery team if required
  • What we are looking for:

  • Candidates should have a degree (or equivalent) or relevant technical experience. GCSE (or equivalent) in English and Maths are required, and A-levels in the same subjects are desirable
  • Excellent 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
  • Working knowledge of Active Directory, Microsoft Windows 10 and M365 and familiarity with both remote desktop and help desk applications such as SCCM. 
  • You will have good understanding of Incident/ Service Request/Problem and Change Management processes – preferably to ITIL V3 Foundation standard
  • What's 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 1st December 2023

    Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process.

    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:
    ·       Trusted - We do the right thing for our customers and stakeholders.
    ·       Collaborative - We forge strong relationships working together to make a positive impact.
    ·       Responsible - We keep our promises to our customers, communities, and each other.
    ·       Progressive - We are always looking for new ways to improve and make life better.

    Apply Now


    Can’t find what you’re looking for?

    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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