Description Service Desk Analyst - Utilities T1 Location: Emley Moor, Huddersfield. Will require at least 2 days a week working from the office. We offer Up to £30,000 salary 6% pension contribution Private Medical 25 days annual leave Access to our comprehensive flexible benefits including discounts on big brands, wellness and employee assistance programmes, gymflex, buy and sell annual leave, travel and dental insurance Training provided to support City & Guilds certifications 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. Why join Arqiva? We are the undisputed leader in UK TV and radio broadcast and the UK’s leading Smart utilities platform. This means we have a strong heritage and foundation for future growth for you to grow your career with us. Our journey is to transition global media distribution to cloud solutions, where we aim to double our revenue and continue to grow by being an innovator of scalable solutions for new connectivity sectors. We have opportunities in new technology applications and products, you will have opportunities to learn and develop with us. Your wellbeing …. Our wellbeing mission is to help our people to be the best version of themselves at work and still have the time and energy to live a full life outside of work. Our focus for 2024 is to Win, Grow, Go Faster – find out more, contact us and apply Inclusive Arqiva ….Our networks include our Diversity Ambassadors, Eldercare, Spectrum, Working Families, Pride, Veterans and Inspiring Women – join and contribute to our active networks LI-KM1