Salary
Up to £31,400 per year (depending on experience)
Location
Pity Me, Durham, County Durham
About the role
Service Desk Analyst
Full time - 37 hours per week
Fixed Term Contract - 23 months
Salary - Up to £31,400 per year (depending on experience)
Location – Pity Me, Durham
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.
Here at Northumbrian Water/Essex & Suffolk Water, we embrace and value Diversity, Inclusion and Equity, and encourage all colleagues to bring their most authentic self to work.
Our colleague network groups include our Rainbow Support Network (LGBTQIA+), REACH (Race, Ethnicity, and Cultural Heritage), WiSTEM (Women in STEM) and Thisability (disability and neurodiversity) networks. They provide a safe space for colleagues from diverse backgrounds, welcoming all colleagues regardless of their personal characteristics to participate in valuable conversation that improves our organisational awareness, understanding and inclusivity.
We encourage and welcome all applications, as we strive to be an equal opportunity employer, committed to having diverse communities represented within all our teams, structures, and organisation.
Please note this role will require a DBS to be completed prior to employment
NWG are an inclusive employer who support the rehabilitation of offenders, we will not, however consider candidates who have certain unspent convictions to ensure our commitment to fostering a safe and secure working environment for all OR colleagues, suppliers, customers and third parties.
About us
Here are NWG we strive to make Northumbrian Water Group (NWG) a Great Place to Work, for all. We embrace and value Diversity, Inclusion and Equity and encourage you to bring your full self to work. As an equal opportunity employer we're committed to having a diverse community represented across our business.
We're aware that not everyone will have every skill listed in the job description, however if you have some of the skills listed, we'd encourage you to apply
NWG at a glance:
Our purpose at NWG is caring for the essential needs of our communities and environment, now and for generations to come.
We do this by providing reliable and affordable water and wastewater services for our customers.
We make a positive difference by operating efficiently and investing prudently, to maintain a sustainable and resilient business.
Our vision is to be the national leader in the provision of sustainable water and wastewater services. To support us in achieving our vision, we have five core values which are the guiding principles, defining who we are, what we do and how we do it.
Our benefits
We're a Great Place to Work because of the amazing people who work for us, and to say thank you we offer a range of benefits to colleagues. Our 'Tap Into' benefits include:
* Generous holiday entitlement starting at 26 days plus bank holidays and additional time off on Christmas Eve and New Year's Eve. There's also the option to buy or sell holidays.
* Company pension scheme, where we'll double match your contributions up to an employer contribution of 11%.
* Free access to local attractions.
* A fantastic discount scheme, with savings on days out, shopping, travel and more.
* Award winning 'Living Well' wellbeing support, including access to a digital GP service for you and your family members.
* Support with sustainable travel – through salary sacrifice cars and a cycle to work scheme.
* Financial wellbeing support – access our community savings scheme, financial education and low cost loans through Salary Finance. We also provide 4 x Life Assurance and an Income Protection Scheme.
* Support with your development – we offer a range of development opportunities, can support you through an interest free qualification loan and we'll even pay for any relevant professional body subscription.
About us
NWG (Northumbrian Water Group) provides water and sewerage services to 2.7 million people in the North East of England as Northumbrian Water, and water services to 1.5 million people in the South East of England as Essex & Suffolk Water.
We are proud to serve our customers and we're committed to delivering great service, putting our customers at the heart of everything we do.
Our values
Our values describe our main principles, qualities and attributes. They are the guiding principles which define who we are, what we do and how we do it. They make us different from our competitors and guide our decisions and actions to drive us towards our vision.
Our values are:
Results Driven
We take responsibility for achieving excellent business results.
Ethical
We are open and honest and meet our commitments with a responsible approach to the environment and our communities.
Customer Focused
We aim to exceed the expectations of our internal and external customers.
Innovative
We continuously strive for innovative and better ways to deliver our business.
One Team
We work together consistently, promoting co-operation, to achieve our corporate objectives.
Colleague benefits
We're the great company we are because of you – our people. As our way of saying thanks, we offer you a wide range of benefits and discounts to take advantage of.
To find out more about our benefits, see our benefits booklet attached to this advert.
Eyecare
Discounted Medicals
Employee Assistance Programme
Cycle2work
Buying & selling annual leave
Long service awards
Salary sacrifice car scheme
Computer
Loans
Award winning wellbeing site
NWG savings scheme
Company pension scheme
Pre-retirement workshops
Life assurance
Discounts & cashback offers
Qualification loan
Documents
Business Plan Essex & Suffolk Water - Download
Business Plan Main Report - Download
Business Plan Northumbrian Water - Download
Restore and Regenerate - Our Environment Strategy to 2050 - Download
Service Desk Analyst JD - Download