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Service Desk Analyst
Overall purpose of the role Southern Water is currently going through an exciting IT transformation which will strategically change the way it delivers IT support and services to its business and end users.
The role is paying up to £200 per day, and will be INSIDE of IR35.
To help support this strategic initiative, a new IT Service Desk is being introduced, which will become the single point of contact for Southern Water end users requiring IT support and services. To enable this support a number of IT Service Desk Analysts are required.
Scope of role The Service Desk analyst is a new position that will join a newly formed Service Desk team who provide telephone and remote support to Southern Water end users and partners. The Service Desk analyst will be responsible for:
Dealing with telephone calls and emails from end users for IT support and service requests
Performing 1st level triage and support in the resolution of end users issues
Using problem solving skills to facilitate and increase the number of 'first time fixes'
Taking ownership of end users issues all the way through to resolution
Logging, prioritising, categorising and updating incident, problem and request tickets
Troubleshooting issues over the phone and with the use of remote desktop access tools
Dealing with end user's issues and providing updates on the progress of their resolution
Ticket reassignment to 2nd and 3rd level resolver and fulfilment teams when necessary
Creating and updating knowledge articles and standard operating procedures
Confirming with end users on closure of their tickets and performing escalations when necessary
Working with 3rd parties and vendors in the resolution of support tickets
Thinking 'outside of the box', and cultivating innovative solutions and workarounds in the resolution of end user's issues
Interact and build relationships with end users
Structured in working to targets and deadlines so that service level targets can be meet and exceeded
Acting as an ambassador for IT and delivering high levels of customer service with a goal to exceed end users expectations
Continually improving the level of IT support delivered to the end user's.
Role to be Shift based. Major accountabilities of role (6-10 short statements) Approx % of time spent in role
1. Dealing with telephone calls and emails from end user's for IT support and Service Requests. 60%
2. Performing 1st level triage and support in the resolution of end user issues. 20%
3. Using problem solving skills to facilitate and increase the number of 'first time fixes' 5%
4. Taking ownership of end user issues all the way through to resolution. 5%
5. Logging, prioritising, categorising and updating incident, problem and request tickets. 5%
6. Creating, updating knowledge articles and standard operating procedures. 5% Experience and capability requirements Knowledge/experience:
Previous experience of working on an IT Service desk for a medium to large organisation.
Proficiency of providing telephone assistance and remote support for End User computing (EUC) on a 1st and 2nd line basis.
Previous experience of using ITSM tools, like Service Now.
Understanding of ITIL and the Service Management principles.
Experience of working under pressure in a shift pattern to deliver agreed targets and SLA's.
Ownership and accountability of the ITIL incident management process, and SR process, including the escalation to 3rd party suppliers.
SDI Certification a plus
ITIL Foundation certification. Capability:
Ability to troubleshoot and think outside of the box.
Good communication skills, the ability to articulate technical solutions to a non-technical individual.
The desire to work in a fast paced, dynamic environment with an ever changing IT landscape.
Ability to embrace change and champion change to the wider business community.
Display's innovation and creative thinking to apply solutions to reported issues.
Attention to detail.
Enthusiastic, and willingness to continue learning.
You can not apply for this job as its status is Closed.