Service Desk Analyst - Part Time

LET’S CUT STRAIGHT TO IT

At Severn Trent, our people are at the heart of everything we do. We’re in the top 5% of utility companies worldwide when it comes to employee engagement and ranked as a Top 50 UK Employer on Glassdoor. Join us in making a positive impact on the environment and our communities, while being valued and supported in a truly inclusive workplace.

If you want to do more, because you care, we want you on our team.

LET’S TELL YOU MORE

We have an opportunity for you to join our Service Desk Analyst team on a permanent basis.

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

You'll be based at our Severn Trent Centre Head Office in Coventry. You’ll work within our dedicated Service desk team. With this being such a critical role, we’re looking for someone who can join us 25 hours a week, Monday to Friday, working between 07:00am and 12:00 noon.

HOW WE WORK

You'll join a caring culture that collaborates to achieve, grow, and develop. Our employee engagement scores are among the highest globally in energy and utilities. That’s why, we value in-person moments to keep our culture alive and why for this role you’ll usually find us in the office during our working hours.

WHAT WE’RE LOOKING FOR

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, Windows and MS Office applications

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.

Skills and experience are important, but character, positivity, and a caring attitude matter too. 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 communities. We seek people who get involved, want to be part of something bigger, and make a difference because they care.

HOW WE’LL REWARD AND CARE FOR YOU IN RETURN

It's not just a job; it's a career. We offer benefits that reward great work and award-winning training to help you reach your potential. Plus, you'll contribute to the environment and community too. Here are some of our favourites:

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

LET’S GO

We can't wait to hear from you! Have an updated CV ready and spare five minutes to apply. We'll let you know the outcome after the closing date, so keep an eye on your phone and emails.