Service Desk Analyst
Location: Emley Moor, Huddersfield. The role will require working from the office at least two days per week
We offer
1. Salary £29k
2. 6% pension contribution
3. Private Medical
4. 25 days annual leave
5. Access to our comprehensive flexible benefits including discounts on big brands, wellness and employee assistance programmes, gymflex, buy and sell annual leave, travel and dental insurance
6. Training provided to support City & Guilds certifications
Role Profile
An opportunity to join a Service Desk team that delivers first line support for the national smart metering communications network. This role requires strong Service Desk principles in the accurate logging, triage and management of Incidents with the aim of resolving communication issues of remote end devices.
The bespoke technology is part of our network delivering real-time communication to millions of devices across the water and energy industry. Our team drives for strong team analyst skills against our unique technology with high levels of ownership to improve the service through Analyst driven continuous improvement opportunities.
Key Responsibilities:
7. Ensure effective and efficient operation of service desk processes - providing a single point of customer contact, incident triage, diagnosis and escalation / resolution, service request fulfilment, and supporting processes.
8. Provide customer updates and take ownership for the incident SLAs to ensure that incidents are resolved within SLA and customers are kept informed.
9. Provide 1st and 2nd line support and guidance for the relevant ITIL processes; which are managed from identification / categorisation to closure in line with SLAs and KPI.
10. Log all incidents and requests through service management tools, ensuring customer requirements are clearly stated and that correct categorisations/ severities are applied, to ensure that tracking of tickets is optimal and that 2nd/ 3rd line resolvers have the correct information.
11. Undertake shift work to meet customer demand, current model supports 7.5 hour shifts covering between 08:00-20:00 Monday to Friday.
12. Interface with external customers, internal resolver groups, internal support functions and 3rd party suppliers to carry out effective communication and speedy resolution for incidents and requests.
13. Undertake Business Process Testing and production of working instructions for new services to ensure service desk requirements are met.
14. Responsible for identifying and inputting towards solutions for any areas for improvement to the day to day running of the Service Desk and other Continual Service Improvement opportunities identified.
15. Responsible for queue management of incidents and requests to ensure timely resolution/fulfilment of tickets.
16. Responsible for ensuring that the processes are followed correctly and to report any deviation or circumvention from process in order to ensure right service first time for customers. This includes adding and keeping Knowledge articles up to date.
17. Undertake monitoring of dashboards to ensure incidents are logged and progressed in a timely manner, ensuring that SLAs are met.
18. Undertake monitoring of dashboards to ensure incidents are logged and progressed in a timely manner, ensuring that SLAs are met.
19. Prepare for and attend customer/ supplier meetings, to facilitate good relationships and aid any local improvements to service.
Must Haves
20. Customer facing/service desk experience.
21. Understanding of ITIL best practice.
22. Effective communications skills, face to face, telephone and written.
23. Highly customer focused.
Might Have
24. Experience carrying out system/process testing.
25. Evidence of customer service skills training/certifications.
We are the undisputed leader in UK TV and radio broadcast, and the UK’s leading Smart utilities platform, directly shaping the future of connectivity.
Through our established infrastructure we ensure that media and data are delivered exactly where they’re needed most, whether it’s bringing content to your TV or radio or transmitting data from your smart meter to your utility provider - chances are our services are a part of your daily life, seamlessly connecting you through our behind-the-scenes technology.
With an impressive history and an innovative future ahead of us, leading the transition of global media distribution to cloud based solutions and creating scalable solutions for new connectivity sectors - you’ll have many opportunities to develop and grow your unique career with us.
Why Arqiva? Reward. Connection. Growth
At Arqiva, we believe in supporting you to be your best, both at work and outside of it. That’s why our rewards and benefits go far beyond your pay; take a look at our booklet.
Here, you’ll find endless opportunities to connect, whether that’s with colleagues through our internal networks and events or by making a difference in the communities where we work.
And when it comes to your career, we’re committed to helping you grow. Whether you want to become a specialist in your field or climb to the top, we’ll support you every step of the way.
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