Blairgowrie | 35 hrs | £20,000 to £23,000 pa, DOE | Permanent

Castle Water has an exciting opportunity for an IT Service Desk Analyst in our expanding IT Division

  • Permanent opportunity with an immediate start date
  • Great development opportunities to progress
  • Hybrid working model - role-based opportunities to balance home and office working
  • Modern offices with free parking, and free tea and coffee
  • 28 days holiday and company sick pay scheme
  • Excellent pension and life insurance policies

Apply now

About the role

This is an excellent opportunity for candidates with experience in a Service Desk environment to join an excellent and supportive team, with opportunity for development.  The Service Desk Analyst will be responsible for assisting in the smooth running and manning of the Castle Water IT Service Desk. You will be delivering 1st and 2nd line support to approximately 400 users remotely and at desk side and ensuring appropriate resolution of support queries. The ideal candidate will have experience working with Microsoft 365, Amazon Connect, and ServiceNow, as well as a strong understanding of IT service management principles.

You can expect to be part of a positive and supportive team, with a strong emphasis on structured training and support to help you succeed in your role. The Service Desk Analyst role is varied, and there are always opportunities to use your existing skills as well as to learn new skills. We value our people and thrive on supporting our employees to help them develop and advance in their careers with us.

We can promise you a hardworking and lively environment that will equip you with skills that could be used across many areas of the business. You can expect to be part of a collegial and supportive team, with a strong emphasis on knowledge-sharing, continuous learning, mutual respect, and personal development. We will ask a lot of you, and in return, opportunities for advancement in our company are available for those who put in the effort. We value our people and love to watch them develop and advance in their careers with us.

When we offer you a post, we will help and support you in your work, but be prepared to learn through doing the role as much as undergoing formal training. These posts are for applicants with confidence and initiative as well as the maturity required to take responsibility and make decisions and be confident of their own abilities and potential.

Key Responsibilities

  • Answer and log service desk calls that are received via phone and ServiceNow tool in a timely manner (Incident & Service Request)
  • Provide first and second line technical support to end-users via phone, email, and chat
  • Resolve IT Support issues, aiming to resolve as many calls as possible as first point of contact
  • Proactively monitor unassigned queue in Service Desk and action
  • Delivering against agreed objectives, KPIs and SLAs
  • Research resolution to issues, escalating within team as applicable
  • Inform users of progress with issues
  • Maintenance of user accounts on various systems, including Active Directory, Office 365, Amazon Connect & Service NOW
  • Process management such as new joiners, leavers, asset management, etc
  • Conference/Meeting room set up and AV support
  • Hardware & Software problem resolution
  • Be vigilant for possible fraudulent activity and if necessary, raise a security incident
  • Documentation – knowledge base input
  • Asset Management – inventory and stock take and register maintenance
  • Assistance with project work and implementation
  • Follow established service level agreements for incident resolution and response times
  • Escalate incidents and service requests to appropriate teams and/or vendors as needed
  • Participate in knowledge sharing and training activities to improve overall service desk performance

Key Skills & Experience

  • Minimum of 2 years of experience working in a service desk environment
  • Knowledge of Microsoft 365, Amazon Connect, and ServiceNow will be beneficial
  • Knowledge of PC hardware set-up and configuration (including printers and wireless devices)
  • Ability to change priorities quickly, and the capacity to handle multiple tasks in a fast-paced, changing environment
  • In ITIL qualification (ITIL Service Delivery / ITIL Foundation) will be beneficial
  • A solid base of technical knowledge, with a skill level capable of supporting Incidents at the first level or beyond
  • Positive 'can do' attitude and work ethic
  • Capable of working in a team and being a good team player who has the capability to add value and multitask
  • Be prepared to 'go the extra mile' in delivering service on time and to the highest standards
  • Strong organisational and time management skills

About the company

Castle Water is one of the fastest-growing and most successful companies in the utility sector. Our customers include some of the largest companies and public sector bodies in the UK.

Castle Water aims to deliver the best customer service in the sector. Creating positive interactions in the workplace and between our employees and our customers will help ensure our company continues to draw new and retain existing customers. Not only have we just achieved our 10,000th 5-star Trustpilot review, but we are also winners of the recent Customer Service Excellence Award for the Perthshire Chamber of Commerce Business Star Awards.

Castle Water has a track record of providing excellent customer service, and of developing innovative approaches to utility supply. We have more 5-star reviews on Trustpilot than all other water retailers combined. We pride ourselves on being transparent and treating customers fairly.

Our head office is based in Blairgowrie, Perthshire, within easy commuting distance of both Perth and Dundee. We are embedded in the local community and participate in many local events and activities.

How to apply

If you have the drive, experience, and skills to join Castle Water, click below to apply. We look forward to hearing from you.

Apply now

As a responsible employer, the health, safety, and wellbeing of our people is a top priority. Our employees are currently working on a hybrid model from home and in the office. Measures have been put in place in line with government guidelines to ensure a safe environment for those who are working in our offices.