1st Line Customer Service Analyst

What you’ll be responsible for

This is a customer service and technical orientated role within the IT Service function. As a First Line Customer Service Analyst you will work within a team of analysts to deliver excellent customer service whilst facilitating and administering first time fix resolutions to user or event raised incidents and fulfilment of requests associated with end user computing. In addition, you will be responsible to ensure non first time fix incidents and requests are appropriately routed.

As a First Line Customer Service Analyst you will be required to collaborate with all business areas and external parties, where the role dictates strong service orientation, communication, and teamwork skills, in addition to an appropriate technical capability for first time resolution. The roles will involve telephone contact with customers to resolve IT related queries, being part of a highly customer focused Service Desk team. Duties also include:

• Resolving technical issues defined as first time fixable or appropriately route more complex queries to the correct resolver team or service provider
• Effective triage of all incident calls and adherence to approval compliance for all requests
• Be responsible for ensuring high quality customer services to the internal user base of DCWW
• Ensure calls to the Service Desk are answered and dealt with in accordance to required service standards
• Ensure service levels are adhered to for all tickets created 
• Provide remote support for build and installation of Desktop Services managed through the ITSM Toolset and any associated ITS projects
• To provide technical support and advice to all users of desktop services so that operational problems and queries are diagnosed and resolved as quickly as possible
• To provide assistance and technical knowledge to aid implementation of projects
• Invoke incident management procedures and escalate any potential service issues or outages to minimise the impact on the customer
• To contribute to the production of standard configurations, documentation and procedures in order to streamline processes and produce efficiencies for DCWW
   

Who you’ll work with

•    ITS Leadership Team    •    Incident & problem Analysts
•    ITS Technical Team     •    Senior DCWW colleagues
•    All DCWW IT users     •    ITS Service Analysts
•    ITS Partners and 3rd party contractors  

About you

Knowledge, Skills and Experience:

• Excellent relationship management and communication skills 
• The ability to work independently and with a team
• Attention to detail and excellent customer service skills
• Telephony and remote support experience
• Experience of working in an ITIL based Service Desk is desirable
• Broad knowledge of the following technical areas would be desirable:
   

- Windows technologies
- Citrix environments
- Microsoft Azure 
- Desktop application software 
- Desktop diagnosis utilities
- Desktop security software
-Server hardware and infrastructure

Good to know

• Working hours between 7am and 7pm with Standard 7.5 hour shifts
• Hybrid office/home
• No weekends apart from standby
• Requirement to cover standby 1 week in 9 

Benefits

As well as a market competitive salary, 33 days annual leave (pro rata, including public holidays), we offer a range of employee benefits and rewards including:

 
•             Variable pay schemes (your salary band will remain the same, but performance depending, you could receive an incremental within-band increase and a yearly incentive)
•             Option to buy additional annual leave up to 5 days per year
•             Enhanced employer pension contributions – Up to 11% employer contributions
•             Free Mortgage Brokering Services 
•             Enhanced family friendly policies
•             Progression opportunities, including the ability to apply for funded training and coaching and mentoring programmes
•             Gym and fitness discounts as well as high street shopping
•             Cycle to work scheme
•             Discount off all Welsh Water visitor attraction centres and gift shops
•             Car-leasing scheme and free on-site parking at all sites
•             Health CashBack scheme and access to an online GP service
•             An employee assistance programme for employees and their immediate family
•             Many more can be found here!  
 

Whilst also working for a not-for profit company that truly cares about earning the trust of customers everyday, and about looking after our beautiful environment
 
 
Please note, we may close this role sooner if required. We may also extend the original closing date depending on interest.
 
Due to the nature of the industry, we require satisfactory references, post offer medical clearance, and a criminal records Basic Disclosure check on all new employees joining the business. For some roles there may be additional checks and security clearance required, and this offer is subject all checks being satisfied. You will receive further information on how to complete these checks via email once you have accepted this offer.
 

Who we are

Dŵr Cymru Welsh Water keep 3 million people healthy each day with safe, reliable water, and take away wastewater to clean, before returning it safely to our beautiful rivers and seas.

To be able to deliver high quality, essential services which help to protect the health of our customers, colleagues and our environment, we need the right people to deliver on our vision.  This is achieved by living our core values and demonstrating the core behaviours that underpin them.  The security of our people, assets and information is key to us, so we are looking for people who understand and comply with the company’s required security objectives.

We know that the most successful teams are the most diverse teams. Equality, diversity and inclusion provide the very foundation to our culture at Welsh Water. We want every individual to feel confident, proud and able to bring their whole selves to work. 

To ensure an improved representation in our workforce, applications are particularly welcome from minority groups including Black, Asian and Minority Ethnic people, Females, LGBT+, Non-binary and people with disabilities. Together we continue to build a workplace that not only celebrates the diverse voices of our colleagues but also represents each customer we serve.

In essence, ours is a company based on trust, openness, respect, commitment and honesty. A company that our colleagues are proud to work for.