First point of contact in Technology for user issues
Resolve user issues and restore lost service quickly
Investigate and diagnose incidents within the Service Desk
Deliver effective communication to all users
Support major incident management with incident resolution groups including 3rd parties
Ensure proper reception of new services being delivered

Substantial interpersonal and technical skills
Ability to work under considerable pressure in a fast paced, secure environment
Strong analytical mindset
Technical understanding of PCs, PC Applications, LAN technology, Windows, MS Office applications, Citrix & Lotus Notes (MCP/CLS preferable)
Experience in Microsoft Certifications, CompTIA Certifications and ServiceNow Experience is desirable
Knowledge and experience in an outward facing, customer service function

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

Service Desk Analyst

Key skills