IT Service Desk Analyst — Hybrid Work & Training

NWG (Northumbrian Water Group); North East; On-site; GBP 22,000 - 30,000; Full time

Job summary

NWL is seeking a Service Desk Analyst who will act as the single point of contact for IT incidents and requests. You will deliver outstanding customer service, own issues, and keep customers informed of progress, with a proactive approach to resolution.

You will start on-site at our Pity Me, Durham office for the first six months, then operate on a hybrid basis with ~3 days in the office and 2 days at home. DBS check is required prior to employment.

Qualifications

• Customer-focused with a real passion for delivering unrivalled service
• Experience in busy customer service or IT Service Desk
• Basic IT skills with willingness to learn new systems (ITSM Tool, AD, Exchange & Outlook, Windows, MS Office)
• Excellent communication skills and strong teamwork
• DBS check required before employment

Responsibilities

• Act as the single point of contact for IT incidents and requests
• Keep customers updated on progress and resolution, meeting deadlines
• Demonstrate a proactive, customer-centric approach and ownership of issues
• Work on-site at Pity Me, Durham for the first six months, then hybrid (3 days in office, 2 days home)
• Collaborate with IT colleagues to resolve issues efficiently

Skills

Customer service

IT support

Communication

Teamwork

DBS check

Tools

IT Service Management Tool

Active Directory

Exchange & Outlook

Windows operating systems

Microsoft Office Suite

Job description

NWL is seeking a Service Desk Analyst who will act as the single point of contact for IT incidents and requests. You will deliver outstanding customer service, own issues, and keep customers informed of progress, with a proactive approach to resolution.

You will start on-site at our Pity Me, Durham office for the first six months, then operate on a hybrid basis with ~3 days in the office and 2 days at home. DBS check is required prior to employment.