Service Desk Analyst

Service Desk Analyst

Full time - 37 hours per week

Permanent

Salary–From £25,133 - 31,417 depending on experience

Location – Pity Me, Durham/Hybrid working

About the role

As a service desk analyst working for NWL you will be part of our Service Desk team acting as a single point of contact for IT related incidents and requests. You will have outstanding customer service skills and relevant IT experience with the ability to further develop your technical skills through training. Your role will be to ensure minimal disruption to services and customers keeping them up to date with progress and resolution, working to deadlines and demonstrating strong communication skills.

You will demonstrate a can-do approach taking personal ownership and responsibility for meeting your customers’ needs and constantly striving to deliver an outstanding customer experience.

To help familiarise yourself with our Service Desk team and provide you with the support to learn our ways of working you will be based on site at our office in Pity Me, Durham during your first six months. After six months our team operates on a hybrid working basis, this typically looks like 3 days per week in the office and 2 days per week at home. Our service desk is in operation from the hours of 7.30am – 18:00pm Monday to Thursday and 7.30am – 17:00pm on Fridays.

About you

You’ll be customer focused with a real passion for providing unrivalled service to both internal and external customers. You’ll have proven experience working within a strong customer service background and have experience working unsupervised.

You’ll have experience of working in a busy customer service environment or IT Service Desk. You will have basic IT skills, with the desire and ability to learn new technical skills through training, just in case you don’t already have knowledge of the following systems; IT Service Management Tool, Active Directory, Exchange & Outlook, Windows operating systems, Microsoft Office Suite to name a few.

You’ll have excellent communication skills and be a strong team player with the ability to demonstrate commitment and delivery of service.

Please note interviews for this role will be taking place WC 28th April 2025

Please note this role will require a DBS to be completed prior to employment

About us

Here at NWG we strive to make Northumbrian Water Group (NWG) a Great Place to Work, for all. We embrace and value Diversity, Inclusion and Equity and encourage you to bring your full self to work. As an equal opportunity employer we’re committed to having a diverse community represented across our business.

Our benefits

• Generous holiday entitlement starting at 23 days, plus bank holidays and additional time off on Christmas Eve and New Year’s Eve. There’s also the option to buy or sell holidays.
• Company pension scheme, where we’ll double match your contributions up to an employer contribution of 10%.
• Free access to local attractions.
• A fantastic discount scheme, with savings on days out, shopping, travel and more.
• Award winning ‘Living Well’ wellbeing support, including access to a digital GP service for you and your family members.
• Support with sustainable travel – through salary sacrifice cars and a cycle to work scheme.
• Financial wellbeing support – access our community savings scheme, financial education and low cost loans through Salary Finance. We also provide 4 x Life Assurance and an Income Protection Scheme.
• Support with your development – we offer a range of development opportunities, can support you through an interest free qualification loan and we’ll even pay for any relevant professional body subscription.