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For Companies At a Glance
- Tasks: Be the go-to person for IT incidents and requests, delivering top-notch customer service.
- Company: Join NWG, a leading water services provider with a commitment to diversity and inclusion.
- Benefits: Enjoy 26 days holiday, a generous pension scheme, and wellbeing support.
- Why this job: Kickstart your career in IT while making a real difference in customer experiences.
- Qualifications: Customer service experience and basic IT skills; eagerness to learn is key!
- Other info: Hybrid working after six months with excellent growth opportunities.
The predicted salary is between 25000 - 35000 £ per year.
Overview
Service Desk Analyst (FTC – 23 months) at NWG (Northumbrian Water Group). Fixed Term Contract – 23 months. Salary up to £31,400 per year (dependent on experience). Location: Pity Me, Durham.
As a service desk analyst you will be part of the Service Desk team acting as a single point of contact for IT incidents and requests. You will deliver outstanding customer service and develop your technical skills through training, aiming to minimize disruption to services and keep customers updated on progress and resolution. You will take ownership to meet customer needs and strive to deliver an excellent customer experience.
You will be on site at our office in Pity Me, Durham for the first six months. After six months, the role operates on a hybrid basis (typically 3 days in the office and 2 days at home). Service desk hours are 7.30am – 18:00pm Monday to Thursday and 7.30am – 17:00pm on Fridays.
Responsibilities
- Serve as a single point of contact for IT incidents and requests.
- Provide outstanding customer service and communicate progress and resolution to customers.
- Own customer issues and take responsibility to meet service levels and deadlines.
- Learn and apply IT service management practices and tools as part of on-the-job training.
About You
- Customer focused with a passion for delivering unrivalled service to internal and external customers.
- Experience in a busy customer service environment or IT Service Desk; able to work unsupervised.
- Basic IT skills and willingness to learn new technical skills through training.
- Familiarity with IT Service Management Tool, Active Directory, Exchange & Outlook, Windows operating systems, and Microsoft Office Suite (or willingness to learn).
- Excellent communication skills and strong teamwork; committed to delivering service.
Diversity and Inclusion
We embrace and value Diversity, Inclusion and Equity, and encourage all colleagues to bring their authentic self to work. We are an equal opportunity employer, committed to having diverse communities represented in all our teams and our organisation.
Security and Eligibility
Please note this role requires a DBS check prior to employment. NWG supports rehabilitation of offenders but reserves the right to disqualify candidates with certain unspent convictions to maintain a safe and secure working environment for all.
About Us
NWG (Northumbrian Water Group) provides water and sewerage services to 2.7 million people in the North East of England and water services to 1.5 million people in the South East of England. We strive to be a Great Place to Work, valuing diversity, inclusion and equity, and encouraging colleagues to bring their full selves to work. We may offer flexible benefits and development opportunities to help you grow within the company.
Benefits
- Generous holiday entitlement starting at 26 days plus bank holidays, with option to buy or sell holidays.
- Company pension scheme with employer contributions up to 11%.
- Free access to local attractions and discount schemes on various services and goods.
- Wellbeing support, including access to a digital GP service for you and your family.
- Support for sustainable travel (salary sacrifice cars and cycle to work).
- Financial wellbeing support, life assurance, and income protection.
- Development opportunities and support for professional subscriptions and qualifications.
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Service Desk Analyst (FTC - 23 months) employer: NWG (Northumbrian Water Group)
Contact Detail:
NWG (Northumbrian Water Group) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst (FTC - 23 months)
✨Tip Number 1
Network like a pro! Reach out to current or former employees at NWG on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer service and IT support. We recommend role-playing with a friend to get comfortable with your answers and show off your communication skills.
✨Tip Number 3
Show your passion for customer service during the interview. Share specific examples of how you've gone above and beyond for customers in the past. This will demonstrate that you’re the right fit for the Service Desk team.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining NWG.
We think you need these skills to ace Service Desk Analyst (FTC - 23 months)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Desk Analyst role. Highlight any relevant experience in customer service or IT, and don’t forget to mention your technical skills. We want to see how you can bring your unique flair to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to express your passion for delivering outstanding customer service and how you can contribute to our team. Keep it friendly and professional, and let us know why you’re excited about this opportunity.
Show Off Your Communication Skills: As a Service Desk Analyst, communication is key! In your application, demonstrate your ability to convey information clearly and effectively. Whether it’s through your CV or cover letter, we want to see that you can keep customers updated and informed.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team at NWG!
How to prepare for a job interview at NWG (Northumbrian Water Group)
✨Know Your Stuff
Make sure you brush up on your IT service management practices and tools. Familiarise yourself with Active Directory, Exchange & Outlook, and Windows operating systems. Being able to talk confidently about these will show that you're ready to hit the ground running.
✨Customer Service is Key
Since this role is all about delivering outstanding customer service, think of examples from your past experiences where you've gone above and beyond for a customer. Be prepared to discuss how you handle difficult situations and keep customers updated on progress.
✨Show Your Team Spirit
This position requires strong teamwork, so be ready to share how you've collaborated with others in previous roles. Highlight any experiences where you’ve worked unsupervised but still contributed to a team goal. It’s all about showing you can work well with others!
✨Ask Questions
Prepare some thoughtful questions about the company culture, training opportunities, and what success looks like in this role. This not only shows your interest in the position but also helps you determine if it's the right fit for you.
