Service Desk Analyst

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

About the role

As a service desk analyst working for NWL you will be part of our Service Desk team acting as a single point of contact for IT related incidents and requests. You will have outstanding customer service skills and relevant IT experience with the ability to further develop your technical skills through training. Your role will be to ensure minimal disruption to services and customers keeping them up to date with progress and resolution, working to deadlines and demonstrating strong communication skills.

You will demonstrate a can-do approach taking personal ownership and responsibility for meeting your customers’ needs and constantly striving to deliver an outstanding customer experience.

To help familiarise yourself with our Service Desk team and provide you with the support to learn our ways of working you will be based on site at our office in Pity Me, Durham during your first six months. After six months our team operates on a hybrid working basis, this typically looks like 3 days per week in the office and 2 days per week at home. Our service desk is in operation from the hours of 7.30am – 18:00pm Monday to Thursday and 7.30am – 17:00pm on Fridays.

About You

You’ll be customer focused with a real passion for providing unrivalled service to both internal and external customers. You’ll have proven experience working within a strong customer service background and have experience working unsupervised.

You’ll have experience of working in a busy customer service environment or IT Service Desk. You will have basic IT skills, with the desire and ability to learn new technical skills through training, just in case you don’t already have knowledge of the following systems; IT Service Management Tool, Active Directory, Exchange & outlook, Windows operating systems, Microsoft Office Suite to name a few.

You’ll have excellent communication skills and be a strong team player with the ability to demonstrate commitment and delivery of service.

Please note this role will require a DBS to be completed prior to employment.