Request Fulfilment Senior Analyst

Severn Trent Water; Coventry; On-site; GBP 28,000 - 35,000; Full time

Job summary

A leading UK utility company in Coventry is seeking a Request Fulfilment Senior Analyst to manage IT Service Requests and improve service quality. The ideal candidate possesses strong customer service, problem-solving, and IT skills. This role offers a supportive and inclusive work environment with opportunities for professional growth and competitive benefits, including 25 days of holiday and a generous pension scheme.

Benefits

25 days holiday + bank holidays

Annual bonus scheme

Family-friendly policies

Leading pension scheme

Sharesave scheme

Dedicated training and development

Electric vehicle scheme

Two paid volunteering days

Qualifications

• Experience in end user contact and support is expected.
• Proven customer service and problem-solving skills are necessary.
• Ability to communicate effectively across various stakeholder levels.

Responsibilities

• Manage IT Service Requests for hardware, software, and telecommunications.
• Interface into Service Management and identify opportunities for improvement.
• Ensure a high-quality record of data and maintain compliance with service levels.

Skills

Customer service

Problem solving

Incident resolution

Communication

IT skills

Job description

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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 the Technology team as our new Request Fulfilment Senior Analyst.

In your role you will be playing a leading role in the team, playing part in projects, continuous improvement workstreams and reporting. You’ll own all IT Service Requests for hardware, software, and telecommunications. You’ll ensure that all requests have both the correct authorisation and qualification, source and deliver the components needed to serve all requests and advise on the availability of services and the procedure for obtaining them.

We’ll be looking for you to deliver in your role to the agreed service levels and authorisation requirements, whilst ensuring that achievement is as cost effective as possible.

Your key accountabilities will include:

• Interface into Service Management for activities such as Problem, Change, Configuration, Release, Service Level, IT Service Continuity and Security
• Identify opportunities for colleague education
• Source opportunities to improve the service provided to colleagues
• Ensure a high-quality record of data and information is maintained
• Raise Procurement orders where appropriate
• Follow escalation procedures as necessary

You'll be based at ourSevern Trent Centre Head Officein Coventry. You’ll work within our User Access & Fulfilment team which has 10 people in it. With this being such a critical role, we’re looking for someone who can join us 37 hours a week, working Monday to Friday.

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 right skills and experience are important. But if you have the right character, positivity and a caring attitude we want to talk to you, too.

To be successful in this role, it’s expected that you’ll join the team with experience gained in end user contact and support, with proven customer service, problem solving and incident resolution skills.

You’ll be adept in IT and will be able to communicate effectively with stakeholders across the business of various levels.

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.