Service Desk Advisor - Technical Support

Northern Gas Networks; Sunderland; On-site; GBP 33,000 - 40,000; Full time

Job summary

A leading company is seeking a Service Desk Advisor to provide technical support within their Colleague Care Team. This role involves troubleshooting IT issues, managing access requests, and ensuring compliance with security protocols. The position offers a competitive salary, shift allowances, and various employee benefits, including generous leave policies and a pension scheme.

Benefits

Free onsite parking

25 days annual leave plus bank holidays

Flexible benefits and salary sacrifice options

Family-friendly policies

Qualifications

• Excellent user of Microsoft systems.
• Ability to work in a fast-paced environment.
• Strong communication and decision-making skills.

Responsibilities

• Provide comprehensive support to IT hardware and software systems.
• Manage incidents and resolve at first contact.
• Onboard new starters ensuring all hardware and software are provided.

Skills

Troubleshooting

Communication

Multitasking

Tools

Microsoft systems

Job description

Service Desk Advisor - Technical Support

£33,990 per annum plus 19% shift allowance

Up to 5% bonus

Fixed term contract for 12 months covering maternity leave

Located at Doxford Park in Sunderland, SR3 3XR

We have an exciting opportunity for a Service Desk Advisor (24/7) providing Technical Support in our Colleague Care Team for a fixed term contract of 12 months to cover maternity leave.

You will provide comprehensive support to IT hardware and software systems within the organisation. This involves troubleshooting technical issues, installing and configuring hardware and software, and ensuring efficient operation of IT resources.

This role is crucial in managing colleague access to various applications, assets and environments through maintaining security protocols and ensuring compliance with access policies and procedures. All of the above is carried out whilst keeping the focus of the colleague at the forefront by providing a smooth and successful experience.

Working hours are a 12hr shift on a rotational shift pattern of earlies and lates. Pattern is on a ‘4 days on’ and ‘4 days off’. Early shift is 7am to 7pm and the late shift is 11am to 11pm plus on call from 11pm - 7am and with this in mind a driving licence is essential.

Key Accountabilities And Responsibilities

• Manage incidents and resolve at first contact or when escalated provide in depth troubleshooting to assist 3rd line resolvers. This may also include liaising with internal and/or external 3rd line resolvers
• Manage access requests, coordinating with the relevant approvers and then providing the correct access
• Manage hardware requests which involves purchasing, configuring, installing, and delivering
• Install and configure software where requested and approval provided
• Provide regular updates to Colleagues on all incidents/requests logged
• Manage assets which includes carrying out or sending off for repair, assignment and updating
• Follow governance controls applied by Audit
• Mobile device management ensuring devices are secure and the data is protected
• Manage Major incidents by following MIM process
• Onboard new starters to the business ensuring all hardware, software and access required for the role is provided
• Ensure all role changes have the necessary hardware, software and access required for the role and removing any that is no longer required
• Completing the leavers process by removing all access and retrieving all equipment
• Repurpose leaver kit to be reused
• Provide support for Project work
• Provide face to face support where required
  
  

What We Are Looking For

• You must be willing to work a shift pattern which includes weekends, Bank Holidays, and evening work as well as on-call
• Ability to work in a fast-paced environment, multitasking at all times whilst dealing with customers internally and externally
• Excellent user of Microsoft systems and with the ability to pick up new systems easily
• You will have excellent communication, prioritisation, troubleshooting and decision-making skills
• A team player with a proactiveness and the ability to view trends
  
  

What We Offer You

• £33,990 per annum plus 19% shift allowance
• Free onsite parking
• Working hours are a 12hr shift on a rotational shift pattern of earlies and lates. Pattern is on a ‘4 days on’ and ‘4 days off’. Early shift is 7am to 7pm and the late shift is 11am to 11pm plus on call from 11pm - 7am so the need for a full driving licence is essential
• Up to 5% bonus (dependent upon achievement of set targets)
• 25 days annual leave (plus recognised bank holidays and 2 half days over the Christmas period)
• SSP for the first 2 calendar days then occupational sick pay
• A generous stakeholder 5/10 pension scheme
• Flexible benefits and salary sacrifice options... from discounts on a variety of UK attractions, gym membership, restaurant discounts, experience days...and much more!
• An array of fantastic family-friendly policies such as 6 weeks paternity leave (for eligible employees) and 6 months' full pay for employees on maternity leave (for eligible employees), as well as shared parental leave and many more!
  
  

We are ... Northern Gas Networks. We deliver gas to 2.7 million homes and businesses in the North East, Northern Cumbria and much of Yorkshire. That’s around 6.7million individual customers. We don’t generate or sell the gas, but we transport it to homes and businesses in our region through a vast network of underground pipes. In fact, we own and maintain more than 37,000km of gas pipes - enough to stretch from Leeds to Sydney and back again. We cover large cities like Newcastle, Sunderland, Leeds, York, Hull, and Bradford, and our work extends to rural areas like North Yorkshire and Cumbria.

Our Values are at the heart of what we do. In addition to your key responsibilities, you will incorporate these into the daily life of your role. We are … Trailblazing, Empowered, Heartfelt, Community Focused, Intellectually Curious and most of all we are Happy!

Our Equality, Diversity and Inclusion culture at NGN is embedded in everything that we do. We will be delighted to hear from a diverse range of applicants, so we can continue to grow our great team of people. We are proud to support the Armed Forces Covenant, helping ex-services personnel back into employment, as well as being members of WISE (Women in Science and Engineering) and we are committed to delivering our ‘Opportunity Action Plan’ having signed the Social Mobility Pledge campaign, whereby we will establish our business as a ‘force for good’ in the communities that we serve.

Next Steps. Please apply by clicking apply and uploading your CV. We love to see how your experience and skills are transferable to this role so please ensure these are all included in your application. Once the advert has closed, we will be contact within one week to let you know if you have progressed to the next stage. We are looking to hold interviews for this role throughout June. We look forward to receiving your application for the role.

If you require adjustments to support you throughout the recruitment process, we want to hear about how we can help. Any applicant that requires reasonable adjustments from initial application through to interview are asked to contact the Recruitment Team at [e-mail]