IT Service Support Analyst – 6 Months FTC

  • Job Reference: 00043279-1
  • Date Posted: 10 May 2024
  • Location: Hatfield
  • Salary: On Application

Job Description


A fantastic opportunity to join a dynamic and high performing team on a 6 month FTC.

 Working in a close team your primary responsibility will be to provide support to 1500+ Affinity Water staff by responding to customer service incidents and service request tickets and resolving these within the agreed SLA.

It is crucial that you have strong customer service experience and care about quality of service and customer engagement.

We are looking for someone who has 3-5 years experience in providing IT Support face to face, over the phone and site visits. This is a 6 months FTC office-based role in Hatfield but there are occasions you will be able to work from home subject to management approval.

You must have a driving license as the job will require travel between our other UK offices for onsite support.

 Key Responsibilities

  • Morning checks of critical systems, answering calls & logging Incidents and Service Requests using Service Now ITSM tool
  • Ensuring that all triaged incidents are accurate and has met the standards set for incident logging.
  • Providing a high first level resolution rate incidents with a drive to resolving incidents first time in accordance with the agreed SLA
  • All escalated incidents are passed to the correct resolver group with concise information.
  • Communication with users on system status (System outages and planned unavailability)
  • Working to agreed standards for achieving targets set for customer satisfaction.
  • Managing own call queue and ensure incidents and requests are regularly updated with accurate and timely information.
  • Perform administrations tasks that fall within the remit of the Service Desk for Office 365 and Active Directory and remote access technology.
  • Work with external suppliers on issues that fall within the remit of the Service Desk team

Scope of role

  • Hours based on shift pattern from 7am to 6pm Monday to Friday
  • Weekend cover Saturday 07:00 - 14:00 on a rota basis paid as overtime
  • Incident management: Categorising, triaging, updating, resolving, and escalating Incidents within the agreed SLA.
  • Ensuring the correct triage process is followed for each incident to meet first level fix targets.
  • Ensuring all information is recorded accurately so incidents passed to other resolver groups correctly detailed.
  • Perform user administration tasks such as creating and deleting users within Active Directory, creating email distribution groups and giving access to requested Systems /Services.
  • Problem solving issues and working with 3rd line colleagues as appropriate.
  • Documenting common resolutions and communicating these to the rest of the team with the aim of increasing first time resolution

Skills required

  • 3-5 years experience in providing IT support face to face and over the phone
  • Full Driving licence to travel to our sites
  • Experience in customer focused roles, delivering high level of service
  • Effective information gathering and data collection
  • Ability to seek effective resolution to a service incident or request.
  • Microsoft Office Operating Systems configuration
  • General Desktop/Laptop/Tablet/Mobile phone support
  • General Software / hardware installation, Imaging, Network Connectivity & Physical patching
  • Understanding of ITIL methodology (ideally v3 foundation)
  • Strong communication skills; listening, oral and written
  • Diligence and attention to detail


  • Salary based on experience, plus overtime allowance of 1.5 for Saturday's
  • Office based 5 days per week / Overtime - one in five Saturday's would be home based
  • Entry into the company annual bonus
  • Annual leave 23 days plus a celebration day, increases with length of service
  • A generous pension scheme that doubles the contributions you make, up to a maximum of 12%
  • We offer enhanced Maternity, Adoption and Shared Parental Leave. We also have a Carers policy and Menopause policy to help us support our people through different stages of their lives.
  • Access to our Wellbeing Centre with support for looking after your physical and mental
  • Discounts for Medical and Dental Insurance, Retail Outlets
  • Volunteer days
  • Life Assurance


You can find out what it's like to work at Affinity Water through our career site where our colleagues share their career development stories and you can get a feel for our company culture.

Affinity Water recognises the benefits of greater diversity in our workforce to better reflect the communities we serve. We are committed to building a more inclusive culture where every member of our workforce can thrive.