Service Desk Analyst

United Utilities; Warrington; On-site; GBP 34,000 - 41,000; Full time

Benefits offered by this job

Healthcare plan

Pension scheme

MyGymDiscounts - gym and wellness

Job summary

United Utilities is seeking a Service Desk Analyst to provide 1st line IT support for internal customers. You will register incidents and requests, assess business impact, and ensure priority levels align with ITIL guidelines. The role emphasizes resolving issues at first contact and escalating where needed.

The position offers 37 hours per week in a permanent role with a salary of £37,249.00, accompanied by a comprehensive benefits package. Visa sponsorship is not indicated.

Qualifications

• Proven experience working in a service desk or desktop team
• ITIL V3/V4 Qualification

Responsibilities

• Register new incidents and requests accurately
• Manage incidents and requests through to resolution within SLAs
• Meet team SLAs & KPIs adhering to ITIL processes
• Aim to fix user issues at first contact to reduce escalation
• Act as first escalation point for technical issues
• Follow a defined escalation process to drive incident resolution
• Adhere to shift times to achieve optimal resource levels and KPIs

Skills

Customer service

Problem solving

Communication

Troubleshooting

IT knowledge

Education

ITIL V3/V4 Qualification

Tools

Windows 10/11

Mobile devices

Job description

Job number UU06310 Country United Kingdom Region Cheshire West and Chester Location name Lingley Mere (UU), Lingley Green Avenue, Great Sankey, Warrington, WA5 3LP Posting End Date 14/09/2026 Band 6b Role Type Permanent Work hours 37 Hours per Week Salary £37,249.00

We have a great opportunity for a Service Desk Analyst to join our team. As a Service Desk Analyst, you will provide a single point of contact and first line technical support for all IT enquiries from internal United Utilities customers, whilst following well defined ITIL processes.

In this role you will also be responsible for the accurate registration of new incidents and requests, as well as the assessment of business impact to ensure the correct priority level is assigned. Strong technical and customer service skills are essential to drive first contact resolution and customer satisfaction. The Service Desk Analyst is also responsible for the management of incidents and requests through to resolution, escalating where appropriate.

What You'll Be Doing

• Responsible for the accurate registration of new incidents and requests
• Manage incidents and requests through to resolution to ensure agreed SLAs are met
• Achievement of teams SLA’s & KPI’s adhering to accepted Technology Services processes and principles
• Aim to fix user issues at the first point of contact to increase customer satisfaction and avoid the need to assign to 2nd & 3rd line support teams
• Act as a first point of escalation for Technical issues
• Initiate a defined escalation process to drive incident/request resolution
• Centrally managed shift and break times need to be adhered to in order to achieve optimal resource levels and associated KPIs.

What You'll Bring

• Proficiency in diagnosing and resolving issues with computers, operating systems (Windows 10 and 11) and software applications.
• Proficiency in diagnosing and resolving issues with mobile phones and tablets including mobile applications.
• Strong verbal, written, and face to face communication skills to explain technical information clearly and interact with users.
• Ability to provide excellent customer service, including being patient and empathetic.
• Analytical and critical thinking skills to troubleshoot issues creatively.
• This role may not be eligible for the visa sponsorship

Qualifications

• Proven experience working in a service desk or desktop team environment
• ITIL V3/V4 Qualification

What We Offer

• A generous annual leave package of 26 days, which increases to 30 days after four years of service (increases one day per year), in addition to 8 bank holidays
• A competitive pension scheme with up to 14% employer contribution, 21% combined, and life cover
• Up to 7.5% performance-related bonus scheme, as well as recognition awards for outstanding achievements
• A comprehensive healthcare plan through our company-funded scheme
• MyGymDiscounts - gym and wellness benefit that offers up to 25% off on gym memberships and digital fitness subscriptions