Service Desk Analyst

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.