IT Service Support Analyst Technology & Transformation · Hatfield

Affinity Water; Hatfield; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Join a forward-thinking company as an IT Service Support Analyst, where you'll play a crucial role in assisting over 1500 staff members. This position offers a dynamic work environment with opportunities for both phone-based and face-to-face support. You'll be responsible for resolving service incidents and requests, ensuring a high level of customer satisfaction. The role also includes occasional remote work options and a Saturday shift approximately every 5-6 weeks. This innovative firm values diversity and offers a range of benefits, including a generous pension scheme and learning opportunities to help you grow in your career.

Benefits

Annual leave starting from 23 days

Double match pension scheme

Learning and development opportunities

Annual bonus scheme

Access to Wellbeing Centre

Family benefits

Discounts on Dental and Medical Insurance

Celebration Day for personal celebrations

Qualifications

• 1-2 years of experience in IT support, primarily phone-based.
• Background in customer service is advantageous.

Responsibilities

• Provide support to 1500+ staff by responding to service incidents.
• Resolve customer service incidents and service request tickets.

Skills

IT Support

Customer Service

Phone-based Support

Job description

IT Service Support Analyst

As an IT Service Support Analyst working in a close-knit team, your primary responsibility will be to provide support to 1500+ Affinity Water staff by responding to customer service incidents and service request tickets, resolving these within the agreed SLA.

We are looking for someone with 1-2 years of experience in providing IT Support, primarily phone-based support. Support will be backed up with face-to-face interactions, over the phone, and site visits.

A background in customer service would be an advantage.

This role is based in Hatfield, with occasional opportunities to work from home subject to management approval.

The candidate must be able to commute to the Hatfield office within an hour.

The role requires working a Saturday shift approximately once every 5-6 weeks, from 07:00 to 14:00, paid as overtime. You will be assigned a rota once probation is completed.

For the full Job Description, please email [e-mail].

What We Offer:

• Competitive salary based on skills and experience
• Learning and development opportunities, including mentoring, formal courses, and open learning resources
• Entry into the company annual bonus scheme
• Annual leave starting from 23 days, increasing with length of service, with the option to purchase up to 5 extra days
• A ‘Celebration Day’ in addition to public holidays for personal or religious celebrations
• A generous 'double match pension scheme' that doubles your contributions (company contribution capped at 12%)
• Family benefits including enhanced Maternity, Adoption, Paternity, Shared Parental Leave, Fertility Support Leave, and paid Carers Leave
• Menopause policy and Reasonable Adjustment policy to support all employees
• Access to our Wellbeing Centre for physical and mental health support
• Discounts at retail outlets and on Dental and Medical Insurance via Tap4Perks
• Disability confident employer (please contact Talent Acquisition if you need an alternative application format)

Affinity Water values diversity and is committed to fostering an inclusive culture where everyone can thrive.