Service Desk Analyst | ITIL | First-Line Support

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

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.