IT Service Desk Analyst

Northern Gas Networks have an exciting and interactive opportunity for an IT Service Desk Analyst to join us here in Leeds. This is a unique position to work as part of a small team to reinvent the traditional IT Service model, through providing a face-to-face customer service.

About NGN:

Since we started operating in 2005, we've been leading the way as one of the most cost-efficient of the UK's eight gas distribution networks. We deliver great value for money to our customers, as well as a whole host of social and economic benefits to our region.

We're recognised as a dynamic, passionate, conscious and people focused team that safely and reliably delivers gas to over 2.7 million homes and businesses across the North East, northern Cumbria and much of Yorkshire.

Why Work at NGN?

At NGN, we are above all a community. We provide a supportive and fun working environment where our leaders care about others and celebrate success. Where we embrace creativity and innovative thinking as well as offering a range of learning and development opportunities. That's because we know that without passionate, well trained colleagues, we simply can't do our job.

Our 'Dream':

Our dream is to become the UK's most loved, admired and respected company, and to establish a reputation for doing business really well through a united and empowered team that is mind-blowingly great.

Our Values:

We are looking for people who can demonstrate and live all our values, which are at the centre of everything that we do.

We are:

'Trailblazing' 'Empowered' 'Community Focused'

'Intellectually Curious' 'Heartfelt' 'Happy'

The Opportunity:

The position entails providing an outstanding technology support service to our customers in a face-to-face environment and will involve resolving colleagues' technology problems through to successful conclusion, allowing colleagues to make best use of NGN technology that will facilitate them within their own day-to-day roles.

Key Responsibilities:

• The Colleague Care Contact Team plays a critical role supporting ITIL processes such as Major Incident Management, Problem Management, Change Management and providing a positive and customer- oriented service.
• Taking end-to-end ownership of incidents and service requests either resolving them directly with remote support, or working with the wider TSS, 3iG and external service providers, to address and resolve technology service requests.
• Support multiple sites across Yorkshire (Driving license and own vehicle is essential)
• Following and championing ITIL, ITAM and Information Security practises.
• Provide 1st, 2nd and 3rd line support to Colleagues to resolve their technology problems.
• Ensure technology service requests are completed with high standards of quality, timeliness, courtesy and empathy, and are appropriately logged to the agreed standards.
• Support the Colleague Care Team Leader to develop and deploy technology learning and coaching to improve the colleague experiences and allow Colleagues to exploit NGN's investments in technology (e.g. answers to frequently asked questions, bite-sized learning etc).
• Take direction from the TSS Colleague Care Leader and the Senior Member of the TSS Colleague Care Local Team, for example, in the prioritisation and allocation of technology service requests and other work.
• Prepare, test and deploy devices (eg Desktops, Laptops, tablets and mobile phones) and software to Colleagues, ensuring Colleagues can use the deployed equipment and software.
• Work with other 3iG colleagues and external service providers to ensure readiness to support new and changed technology services.
• Provide first line remote (contact centre) support to Colleagues to resolve their technology problems.

About You:

Essential Skills

• Providing customer-oriented services, dealing with customers (internal or external) with courtesy, empathy and delivering effective service to the customers' satisfaction.
• Resolving end-user computing technical problems.
• Working in a collaborative team environment and have sole responsibility for multiple sites within the business.
• End to end management of requests/ calls, including maintaining ownership and oversight whilst actions are being carried out by others.
• Working with and directing external service providers to provide their input to address technology service requests from colleagues (i.e. third-party providers will be acting as the 'resolver group' for many service requests).
• Using and contributing to the improvement of service management systems and tools.
• The Microsoft technology stack and related service and support requirements.
• IT Service Management processes and practices, e.g. ITIL.

Desirable Skills

• Knowledgeable in Android devices.
• Windows 7/Windows 10 OS support/deployment
• Active Directory Experience/Infrastructure Knowledge
• Experience of managing a project whilst coordinating with the wider business.
• Knowledge of Office 365, SAP, SOTI/MDM, SCCM
• Experience in working and using servers.
• Comms Rooms Patching and LAN/WAN knowledge
• VoIP Telephony experience

Soft Skills

Attitude (customer-oriented) and experience (as above) are more important than formal qualifications.

The key thing that we are looking for is an ambitious, passionate team-player with the confidence to manage stakeholder expectations, provide an exceptional customer service and have the confidence to manage expectations and really develop the role and make it their own.

What we Offer:

This is a truly competitive package, including:

Salary- £23,000 per annum

Hours of work- Working Monday to Friday - 40 hours a week - although occasionally there may be the requirement to work outside of your usual hours.

Bonus- Up to 10% of base salary - measured by personal & corporate targets

Sick Pay- SSP for first 5 working days, then occupational sick pay for 6 months

Pension- Stakeholder Pension Scheme 5/10 contributions

Flexible Benefits- Access to flexible benefits such as gym membership, private healthcare, travel insurance, childcare vouchers and much more!

Closing Date: Monday, 24th September 2018

Interview Date: ASAP

Please note: We reserve the right to close this advert early if required.

We look forward to receiving your application!