Service Desk Analyst

TN United Kingdom; Worthing; Hybrid; GBP 33,000 - 38,000; Full time

Job summary

Join a leading company as a Service Desk Analyst, providing technical support while working on exciting technologies. This full-time role offers hybrid working and opportunities for career growth within the IT sector. You will be part of a dedicated team, ensuring high-quality customer service and support.

Benefits

Generous pension up to 11% contribution

25 days annual leave

Life assurance (4x salary)

Salary sacrifice electric car scheme

Fully funded eye tests

Two paid volunteering days annually

Retail discounts with over 800 retailers

Study support for job-related qualifications

Maternity leave and flexible return options

Cycle to work scheme

Qualifications

• Experience working on an IT Service Desk.
• Excellent customer service skills.

Responsibilities

• Provide technical support via various communication methods.
• Log inbound IT support requests on ServiceNow.
• Assist users with hardware/software issues.

Skills

Customer Service

Organisational Skills

Multitasking

Eagerness to Learn

English

Tools

Active Directory

ServiceNow

Job description

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Hours: 37 per week, hybrid, rotating shift basis

Salary: Up to £33,000 DOE

There has never been a better time to join our organisation as we build towards a greener future, tackling climate change, minimising our environmental impact, and reducing our carbon footprint!

We have an exciting opportunity to join our fast-paced 1st Line Support service desk as a Service Desk Analyst where you will work on various new and exciting technologies and projects during our Digital Transformation.

Starting in our service desk provides a great entry into an IT career. We have promoted several Service Desk Analysts into roles across the Digital Directorate, including Service Desk Management, Service Delivery, and Application Support.

You should have experience working on an IT Service Desk, with excellent customer service skills, and be able to adapt quickly in a fast-paced environment with conflicting priorities, always prioritising customer service.

Working hours are Monday – Friday on a rotating weekly shift basis:

• 7am – 3pm (week 1)
• 8am – 4pm (week 2)
• 9am – 5pm (week 3)
• 11am – 7pm (week 4)

Additionally, there is 1 in every 8 weeks Saturday shift from 8am – 2pm, with a 3-day weekend following. Out of hours standby rota involves 6-8 nights a month, with an additional daily allowance.

Responsibilities include:

Working within a team of 8 Service Desk Analysts, providing technical support via various communication methods (telephone, email, self-service portal, face-to-face - 70%), and managing request fulfilment, escalations, ad hoc jobs, and project activities (30%).

Daily activities include:

• Logging inbound IT support requests on ServiceNow
• Achieving 1st line fix where possible
• Escalating unresolved issues to 2nd and 3rd line support
• Assisting users with hardware/software issues at the desk side to resolve at first line
• Password resets using Active Directory (AD)
• Supporting multi-factor authentication issues
• Assisting with new technology rollouts

Skills and experience needed:

• Experience with Active Directory for password resets, etc.
• Strong written and spoken English
• Organisational skills and ability to multitask with conflicting priorities
• Eagerness to learn and adopt new technologies

Package:

Full-time role on a shift basis, Monday to Friday plus on-call, with hybrid working between Durrington office and home.

Salary up to £33,000 per annum, depending on skills and experience, plus benefits including:

• Generous pension up to 11% contribution
• 25 days annual leave
• Life assurance (4x salary)
• Salary sacrifice electric car scheme (after 6 months)
• Fully funded eye tests
• Two paid volunteering days annually
• Retail discounts with over 800 retailers
• Study support for job-related qualifications (if permanent)
• Maternity leave and flexible return options
• Cycle to work scheme

Interested but unsure if you meet all requirements or concerned about office hours? We aim to find practical flexible working solutions. Engage with us to learn more!

Not the right role but want to be contacted about future opportunities? Register your details here: Introduce Yourself

Our core purpose is delivering water for life, with 24/7 incident support to resolve issues quickly. Joining our incident support team means supporting when needed to ensure customer satisfaction. Your manager will discuss incident support rotas during your interview.

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Existing Southern Water employees must confirm managerial awareness of their application. All applicants must be eligible to work in the UK, providing proof of eligibility and address as part of the recruitment process. Applications from ineligible candidates will not be considered.