Service Desk Analyst - Utilities T1

Salary up to £27,000 and benefits

Location: Emley Moor, Huddersfield. Will require at least 2 days a week working from the office.

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:

• Provide a single point of customer contact, incident triage, diagnosis and escalation / resolution
• Provide customer updates and take ownership for the incident SLAs
• Undertake shift work to meet the customer demand, current model supports 7.5 hour shifts rotating between 08:00-20:00 Monday to Friday
• Provide 1st line support and guidance for the relevant ITIL processes; which are managed from identification / registration to closure in line with SLAs and KPI
• Log all issues and requests through service management tools, ensuring customer requirements are clearly stated
• 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
• Undertake Business Process Testing and production of working instructions for new services
• Responsible for carrying out script / decision tree fault diagnosis of incidents to affect first time resolution/triage or to confirm correct incident assigning path
• Responsible for queue management of incidents and requests
• Responsible for ensuring that the processes are followed correctly and to report any deviation or circumvention from process
• Responsible for identifying any areas for improvement to the day to day running of the Service Desk
  

Must Haves…

• Customer facing/service desk experience.
• Understanding of ITIL best practice.
• Effective communications skills, face to face, telephone and written.
• Highly customer focussed.

Might Haves…

• Experience carrying out system/process testing.
• Evidence of customer service skills training/certifications.
  

More than anything, we want to work with people who are passionate about what they do and believe in our vision. So, if you think you have most of the skills and / or experience we are looking for, then please do apply for the role - we want to hear from you!

Who We Are

Arqiva is at the heart of the broadcast and utilities sector in the UK and beyond. Through our infrastructure we ensure media and data is taken from, and delivered to where it is most valued, whether that’s from broadcasters to your TV screen or radio, or from your smart meter to the utility company. Even if you haven’t heard of us before, the chances are you’re indirectly a customer of ours and our infrastructure is part of your everyday life. We have a rich heritage and an exciting future ahead of us, and there’s so much more to us that we can’t wait to share with you.

What do you need to be the best version of you…

We have worked closely with our colleagues during the past 18 months to create Work. Life. Smarter. – our approach and commitment to a flexible and hybrid working culture for everyone. Our approach gives our colleagues empowerment and support to work in ways that enable them to thrive in their role. We are very much on a learning journey at Arqiva, but through a balance of in-person and remote working opportunities, we are encouraging our teams to work together to put in place what works best for them, ensuring that they’re meeting individual, team and customer needs.

Our colleagues feel empowered by the opportunities available to them to ensure we all bring our very best selves to work, wherever that may be, and we welcome the opportunity to talk to you about how Work. Life. Smarter. could work for the role you are interested in, as well as formal flexible working requests such as part-time or job shares.

Inclusive Arqiva

For us, building a working environment that is diverse, inclusive and engaged, is a positive for both our colleagues and our customers. This is why we have invested in our partnerships with initiatives and organisations such as Tommy's Pregnancy at Work, Inclusive Employers and WISE (Women in Science and Engineering).

We also have active and thriving networks to support our colleagues like our Working Families network, Women at Arqiva and Diversity Ambassadors. Take a look at our LinkedIn Life page for more details.

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