Role Title: Service Desk Analyst (Non-Voice)
BU/Segment: Utilities
Location: Manchester, United Kingdom
Employment Type: Permanent
Contact Centre Operating Hours: 8am-8pm 7 days a week. Shiftwork applies.

SKILLS AND PERSONAL ATTRIBUTES WE WOULD LIKE TO HAVE:

· Smart Metering / Energy Industry Experience – Prior experience handling meter faults, connectivity issues, or technical support within the energy sector.
· Ticketing & Email-Based Support – Familiarity with ServiceNow, Remedy, Zendesk, or industry-specific CRM/ticketing systems for efficient issue resolution.
· Technical Troubleshooting (Non-IT Specialist) – Understanding of smart meter functionality, connectivity issues, firmware updates, and common faults.
· Incident & Escalation Management – Ability to log, prioritise, and escalate issues appropriately while ensuring timely resolution.
· Regulated Industry Experience – Background in utilities, telecommunications, or similar compliance-driven sectors, ensuring high service standards.
· Customer-Centric Approach – A commitment to delivering exceptional service to customers and service providers, ensuring issues are resolved effectively.

SUMMARY OF THE ROLE:

The Service Desk Analyst plays a critical role in delivering high-quality IT support to service users, internal stakeholders, and suppliers. This position requires expertise in managing ticketing systems such as Remedy and ServiceNow, troubleshooting technical issues, and ensuring effective incident resolution—either directly or through supplier coordination.
The ideal candidate will have strong organisational skills, a deep understanding of Smart Metering Networks, and the ability to analyse complex technical information to support decision-making. They must thrive under pressure, demonstrate excellent problem-solving abilities, and apply ITIL best practices to enhance IT service management and delivery. Collaboration and clear communication across teams are essential to success in this role.
For the first three months, this role will be fully on-site in Manchester to support hands-on training and in-role development. After this period, employees can transition to a hybrid working model, requiring two days per week in the office.

AS PART OF YOUR DUTIES, YOU WILL BE RESPONSIBLE FOR:

· High-Quality Support: Deliver exceptional support to Service Users and internal stakeholders/suppliers, ensuring timely and effective resolution of issues and queries.
· Ticketing System Management: Efficiently manage and utilise ticketing systems like Remedy and ServiceNow to track, manage, and resolve support tickets.
· Technical Troubleshooting: Leverage advanced IT knowledge, particularly with incident/ticketing systems, to troubleshoot and resolve technical issues internally or via suppliers.

QUALIFICATIONS AND EXPERIENCE WE CONSIDER TO BE ESSENTIAL FOR THE ROLE:

• Relevant Work Experience: Previous experience in Customer Service Advisor (Non-Voice/Digital), Technical Data Entry, Application Support Analyst (Entry-Level), Helpdesk Support (Email & Ticketing), or Technical Support Advisor (Metering & Billing).
• Data Management Proficiency: Strong expertise in handling and managing data communication systems with accuracy (Data Entry).
• Advanced IT Literacy: Solid understanding and hands-on experience with Microsoft systems (Windows OS, Office Suite, and cloud-based applications) to enhance productivity and operational efficiency.

· Deadline-Driven Performance: Ability to consistently meet SLAs through strong time management, prioritisation, and task execution.

• Excellent Written Communication: Strong email and ticket-based communication skills to provide clear, professional, and effective support.
• Exceptional Organisation & Planning: Proven ability to manage tasks, track issues, and coordinate resources to support strategic objectives.
• Resilience Under Pressure: Ability to work efficiently in a fast-paced, high-volume environment, maintaining service quality and professionalism.
• Cross-Functional Collaboration: Experience in working with internal teams, third-party suppliers, and stakeholders to ensure customer success.
• Analytical & Problem-Solving Skills: Ability to analyse data, identify patterns, and troubleshoot issues, escalating where necessary.

TO BE CONSIDERED FOR THIS ROLE, YOU MUST ALREADY BE ELIGIBLE TO WORK IN THE UNITED KINGDOM.

Job Type: Full-time
Pay: From £23,880.00 per year

Schedule:

• Day shift
• Monday to Friday
• Night shift
• Weekend availability

Application question(s):

• What is your salary expectation for this position?

Work authorisation:

• United Kingdom (required)

Work Location: In perso