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Service Desk Analyst

CV-Library

Posted on Nov 26, 2021 by CV-Library

Redhill, Surrey, United Kingdom
IT
Immediate Start
£20k - £25k Annual
Full-Time
Service Desk Analyst
Redhill, Surrey (office based)

Are you an ITIL qualified IT support professional looking for your next step? Want to join a growing, evolving IT function in a key capacity? If so, this is the perfect role in which to grow and advance your skills and professional portfolio as a Service Desk Analyst.

About us

Water plays a role in all our lives. It’s an essential service and one that we are proud to deliver to our customers and communities. SES Water supplies 160 million litres of fresh water to over 735,000 people across Kent, Surrey and South London every day.

Our vision is to be an outstanding water company delivering service excellence and we believe our people are integral to helping us achieve our goal to ensure that we deliver a high-quality service that is reliable and resilient.

Why you should join our team

This is an exceptional time to join us as we evolve and develop our IT function. You’ll join a small but highly talented team, solely dealing with 1st line issues and working closely with 2nd line colleagues within a collaborative, friendly environment.

There’s a great team atmosphere and you’ll have the chance to grow and develop your skills and experience levels whilst providing an invaluable service across our organisation.

What’s more, as the function develops there is the potential for ambitious individuals to progress into more senior roles, taking on additional responsibility and further developing professionally.

The role

- Salary of £20,000 - £25,000 per annum DOE
- Up to 10% employer contribution towards Aviva's Group Personal Pension Plan
- Working hours: Five days per week in the office, 8.30am-5pm

As a Service Desk Analyst, you’ll be tasked with handling a range of 1st line support requests from internal customers across our organisation.

Fielding queries and resolving issues via telephone, email, portal, and face-to-face, you will form part of our proactive IT Service Desk function delivering exceptional service and a smooth IT experience.

On a day-to-day basis, you will manage ticket queues, work to ITIL best practice and company procedures to resolve issues and provide great service, meeting agreed SLAs and first-time fix rates.

Your role will also involve:

- Acting as the primary point of escalation for 1st line service desk requests
- Liaising with colleagues for ticket updates
- Supporting 2nd line team members where necessary
- Helping to resolve major incidents
- Ensuring all equipment is stored safely and the working environment is tidy and organised

About you:

At SES Water, we recruit based on potential, values and fit, rather than just experience and qualifications. We are an inclusive Team that values diversity and community, what makes us different as well as what we have in common. We’re seeking a Service Desk Analyst with:

- The ability to work on their own initiative
- Good attention to detail and organisational skills
- An ITIL qualification version 3/4 OR studying towards it with practical experience
- Experience of working with a recognised IT helpdesk system
- 1st and/or 2nd line support experience

Other organisations may call this role Helpdesk Analyst, Service Desk Technician, IT Support Engineer, Desktop Support Engineer, Desktop Support Analyst, 1st Line Support Engineer, Technical Support Engineer, or Network Engineer.

The benefits:

- Life assurance
- Bonus scheme
- 23 days’ holiday per year, increasing to 27 with service
- Give as you earn scheme
- Financial education, savings and personal loans through Neyber
- Aqualibrium - our wellbeing programme including Mental Health First Aiders and free annual comprehensive health checks
- Simply Health Cash Plan, Surgical Choices and Rewards
- Confidential crisis support, counselling and legal advice
- One day paid volunteering a year
- Discounts with our subsidiaries and Garage

This vacancy is being advertised by Webrecruit, who SES Water work in partnership with. The services advertised by Webrecruit are those of an Employment Agency. If you require any reasonable adjustments as part of our recruitment process, please get in touch and let us know. We’re also happy to discuss flexible working options should the role accommodate it.

We’ll be reviewing applications throughout the advertising period, so don’t delay, apply right now.

What’s next?

If you are seeking to progress your career as a Service Desk Analyst, select the apply button shown to be brought through to the application process.

The health and wellbeing of our staff and interviewees is paramount, so we have put practices in place to keep all parties safe

Reference: 215259704

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