Service Desk Analyst

Overview

At Severn Trent, our people are at the heart of everything we do. We’re in the top 5% of utility companies worldwide for employee engagement, and we’re equally proud of our strong Glassdoor score — reflecting how much our people love working here. Join us in making a positive impact on the environment and our communities, while being valued and supported in a truly inclusive workplace.

If you want to do more, because you care, we want you on our team.

Working as a Service Desk Analyst, you’ll be the first point of contact in Technology, working to resolve user issues, restoring lost service quickly and escalating issues when necessary.

You’ll investigate and diagnose incidents within the Service Desk, delivering effective communication to all users and ensuring that all new services being delivered are received appropriately, so we can support.

As Service Desk Analyst, you’ll provide support for major incident management, working with all incident resolution groups (including 3rd parties) to ensure swift resolution.

You’ll be based at our Severn Trent Centre site in Coventry. You’ll work within our Technology Service Team. With this being such a critical role, we’re looking for someone who can join us 37 hours a week, working across a shift pattern between Monday to Friday between 07:00 & 18:00.

You’ll join a caring culture that collaborates to achieve, grow, and develop. Our employee engagement scores are among the highest globally in energy and utilities. That’s why we value in-person moments to keep our culture alive and why for this role you’ll usually find us in the office during our working hours.

The role of Service Desk Analyst is diverse and challenging, requiring substantial interpersonal and technical skills, as well as the ability to work under considerable pressure in a fast paced, secure environment.

You’ll need to be a problem solver with an analytical mindset, alongside a solid technical understanding of at least some of the following: PCs, PC Applications, LAN technology, Windows, MS Office applications, Citrix & Lotus Notes (MCP/CLS preferable).

To be successful, it would be desirable for you to possess experience in Microsoft Certifications, CompTIA Certifications and Service Now Experience.

Finally, having knowledge and experience in an outward facing, customer service function where you’ve delivered exceptional customer experience is paramount to your success in this role. Skills and experience are important, but character, positivity, and a caring attitude matter too. We welcome and celebrate diverse individuals, knowing they help us better serve our communities. We seek people who get involved, want to be part of something bigger, and make a difference because they care.

We offer benefits that reward great work and award‑winning training to help you reach your potential. Here are some of our favourites:

• 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