Service Desk Analyst

at  Yorkshire Water

Hello! Thanks for stopping by. Let us tell you about all the great reasons to join us here at Yorkshire Water:

• We offer a competitive salary, (24,309 – 28,750) depending on experience
• Annual incentive related bonus.
• Attractive pension scheme (up to 10% company contribution)
• Development opportunities in line with the Service Desk Analyst progression plan
• 25 days annual leave plus bank holidays – plus an extra wellness day!
• Life assurance cover of 4 times pensionable salary
• A great benefits package – choose from health cash plan scheme, critical illness insurance, dental insurance, life assurance flex and partner cover.
• Retail savings scheme
• Online GP service, cycle to work scheme, gym membership discounts and many more!

Location: Bradford/ Hybrid Working (2-3 days a week office a week – Bradford)
Work type: Permanent. 37 hours per week, Monday – Friday.
We have an exciting opportunity for a Service Desk Analyst to join the I.T. team at Yorkshire Water and be a part of helping Yorkshire Water to provide the best service to our customers. Could this be you?
What we do:
Everyone has an idea of what a water company does. Here in Yorkshire, we make sure that over 5.4 million people living in the region and the millions of people who visit our region each year, can rely on our services, and have clean and safe drinking water on tap and that their wastewater is taken away. But for us, it’s so much more than this.
We look after communities, protect the environment, and plan to look after Yorkshire’s water, today, tomorrow 24/7, 365 days a year. We provide essential water and wastewater services to every corner of the Yorkshire region, and play a key role in the region’s health, wellbeing, and prosperity.
New environmental legislation, unprecedented levels of investment and changing expectations from customers means that this is an exciting time to discover opportunities within the water industry. are a key. The Service Desk are part of how we plan to meet the changing expectations of customers and regulators.
This role will be providing comprehensive customer service to our colleagues and suppliers in all aspects of support, through all avenues of interaction. Reviewing processes and procedures to continually drive improvements in line with the changing needs of the business, you will represent the Service Desk and wiser business functions in a positive light, promoting opportunities to improve business process and performance wherever possible.
Where you fit in:

As our Service Desk Analyst, you will

• Support the delivery of a customer-focused Tec Service function.
• Provide first level Tec support to the Kelda Group of companies, ranging from IT support, user access requests, security and facilities, to general business enquiries.
• Accurately log incidents and requests as they are submitted.
• Monitor Service Desk work queue according to the process and ensure your workload is effectively managed.
• Apply problem-solving and applied knowledge approach to incident resolution.
• Monitor and manage the compliance of the Service Desk’s Key Performance Indicators (KPIs) and SLAs.

WHAT SKILLS & QUALIFICATIONS YOU WILL NEED:

• An analytical response to problem solving, with a ‘customer-first’ approach to service.
• Confident interacting with stakeholders at all levels of the business.
• Ability to challenge and change existing processes.
• Excellent attention to detail and accuracy.
• Strong communication skills, both written and oral.
• Ability to make timely interventions to ensure high standards of service.

You will also benefit from having:

• Good technical knowledge of tools used to support service offerings, including but not exclusively, current CRM, Active Directory, Windows, Lotus Notes, Microsoft Office.
• ITIL Foundation qualified.

Although we operate 24 hours a day, 365 days a year, it’s important to us that we support flexible working patterns and job share options (when we can), to help you make the best of both your work and home life. We know that juggling childcare responsibilities or getting that ideal work/life balance isn’t always easy!

Please refer the Job description for details