Client Support Analyst

Company description:

Water Utility Company based in Yorkshire region of England.

Job description:

Client Support Analyst

Salary & Benefits: £27,910 – £33,824 per annum dependant on experience, annual bonus, attractive pension scheme (Up to 10% company contribution), life assurance cover of 4 times pensionable salary and 25 days annual leave, bank holidays, plus a wellness day and development opportunities in line with the client support analyst progression plan. We also offer a fantastic flexible benefits package, where you can choose from benefits such as health cash plan scheme, critical illness insurance, dental insurance, life assurance flex and partner cover. Colleagues also have access to a retail savings scheme, online GP service, cycle to work scheme, gym membership discounts and many more!

Location: Bradford, Buttershaw, BD6 2SZ. Hybrid – average 4 days per week in office. Driving licence required for site visits.

Work type: Permanent. 37 hours per week, Monday – Friday.

We have an exciting opportunity for a Client Support Analyst to join the IT service operations 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.

It’s an exciting time to be part of the IT Ops team here at Yorkshire Water as we continue our Transformation journey. Along with transforming our technology estate, we are also redefining how we deliver IT Services by adopting a more service focused approach to how we provide IT support and enable adoption of new technologies.

This is exceptional opportunity for someone who loves customer service, is passionate about technology, enjoys seeking out problems and turning them into improvement opportunities.

Where you fit in:

As our Client Support Analyst you will:

• Provide remote support of end-user workstation hardware, software, network devices, cabling, and networking hardware, printers, and software.
• Operate the Bradford campus Techbar providing support to colleagues located at the campus
• Provide technical support of modern workplace technology products, including Windows, Microsoft Office 365, Teams, OneDrive, SharePoint, Azure AD, Office Applications etc
• Support of Audio Visual, Teams Rooms and Conferencing installations (hardware and software) and occasional meeting facilitation.
• Support of Print and Scanning Services
• Perform IMAC(Installs, Moves, Adds & Changes) activities
• Technology change, including post change testing and support.
• Work with the wider IT Service Operations teams to deliver a smooth On and Off boarding experience ensuring that new devices are commissioned, accounts and software configured
• Provide training and guidance to new and existing employees on how to get the best out of the tech tools available to maximise productivity and efficiency.
• Ensure support SLA’s are met and delivering an excellent colleague satisfaction score
• Responsible for own queue and ticket management.
• Be the main point of contact for escalations relating to workplace technologies from Service Desk Analysts where they’re not been able to resolve an issue at first contact.
• Work with the team to ensure agreed targets are met and information is accurately recorded within the ITSM tool
• Pursue personal development of skills and knowledge necessary for the effective performance of the role, with a willing to learn as he/she progresses in the position
• Adhoc travel to regional hub sites is also expected

What skills & qualifications you will need:

• Have experience of providing IT support, both remotely and deskside.
• Have a customer focused approach.
• Be approachable and able to communicate with colleagues across Kelda Group with great interpersonal skills and enjoy collaborating with teams to solve problems. Demonstrating good stakeholder management skills.
• Understand IT Service Desk processes and procedures, including experience of using a service management toolset.
• Be knowledgeable of MS Windows and how to access and change settings.
• Have demonstrable experience of supporting and using collaboration tools (Voice, Video, SharePoint, Email) and also the MS365 Product Suite (Previously Office 365 – Including but not limited to MS Teams, Exchange Online, SharePoint Online, OneDrive for Business)
• Awareness & experience of Mobile Device Management solutions (MDM’s)
• Experience operating and supporting smartphones & tablets.
• Good knowledge/experience of Client deployment tools and their effective use
• Software packaging & deployment experience
• Experience with Active Directory & other windows management snap ins
• Citrix and other Remote access working environments.
• Experience and knowledge working in virtual environments
• Windows 10 management and administration skills
• Demonstrate sound written and verbal communication skills and the ability to communicate technical information to colleagues at all levels regardless of their technical knowledge.
• Be confident in working alone as well as in a team, managing own time and have excellent time management skills.

We embrace a flexible working model, where our hybrid setup typically requires an average of 4 days in the office per week. This could change when collaborative efforts, training or meeting deadlines demand it. For those who prefer to work on-site, our office is open Monday-Friday during working hours.

If you’re an experienced Client Support professional and want to help us deliver exceptional service for our customers whilst protecting the environment, then apply today to find out what a career with Yorkshire Water can offer for you.

We are proud to serve the Yorkshire region and are committed to creating a diverse and inclusive environment that is reflective of the communities we serve. We strongly encourage candidates of all different backgrounds to apply.