First point of contact in Technology, working to resolve user issues
Investigate and diagnose incidents within the Service Desk
Deliver effective communication to all users
Manage and communicate all high priority incidents
Engagement with the Service Assurance function, customers and internal/external suppliers
Control of high priority incidents, ensuring all appropriate information is gathered and documented
Raise and manage changes required by 3rd party service providers
Provide first line support by diagnosing and resolving incidents
Assign calls to correct 2nd level support group or third party

Substantial interpersonal and technical skills
Ability to work under considerable pressure in a fast paced, secure environment
Problem solver with an analytical mindset
Solid technical understanding of at least some of the following: PCs, PC Applications, Windows and MS Office applications
Knowledge and experience in an outward facing, customer service function delivering exceptional customer experience

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

Service Desk Analyst

Key skills