Service Desk Analyst Coventry, England
Job description
Contract Type: Permanent
Location: Ansty Business Park, Coventry, CV7 9JU, (Hybrid working available after completed training)
Salary: £31,287 - £36,808
At Cadent we’re excited to be part of the future of UK energy! We’ve got a clear roadmap that will both drive our performance to the forefront of our industry and support the UK government in achieving their net zero target by 2050.
We’re making a difference through innovation and new ways of working. Together we’re shaping a cleaner, greener future for our 11 million customers who we put at the heart of everything we do.
About the role:
As a Service Desk Analyst, you will play a vital role as the primary point of contact for our Cadent colleagues. You will need to have brilliant communication skills, with great customer experience at the heart of everything you do.
Key Accountabilities:
- Acting as the first point of contact for customers seeking technical assistance via multiple channels
- Performing remote troubleshooting through diagnostic techniques and referencing knowledge database
- Providing the best solution based on the issue and details provided by customers and referencing knowledge databases.
- Ensuring tickets (incidents & requests) are routed to the correct resolver group first time.
- Accurately recording customer details and fault details
- Recording issues and resolution accurately in incident
- Keeping the customer informed and ensuring incidents are updated regularly throughout the lifecycle of the ticket.
- Acting on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggesting possible improvements.
About you:
- Excellent communication/interpersonal skills
- ITIL Foundation minimum
- Strong experience of Service Desk environment
- Excellent organisation & time management skills
- Disciplined, systematic problem-solving skills required.
- Technically curious and motivated to absorb new technologies and skills.
What’s In It For You
We are committed to supporting our employees to get the best out of themselves. For this role in particular we can offer:
- Funding and support towards completing relevant qualifications
- Ample opportunity for progression within the business
- Mentoring and guidance opportunities
We are also working flexibly, if this is something that you are interested in then please don’t hesitate to contact us to discuss.
Benefits
We offer a host of benefits to suit your lifestyle and support your well-being. These include:
- 25 days’ holiday, plus 8 statutory days and an option to buy or sell holiday days
- An Annual Performance Bonus
- A generous pension scheme where the company double matches your contributions up to 12% i.e. if you contribute 6% a month, the company will contribute 12%
- MyChoices benefits like bicycles, salary sacrifice cars and healthcare that you can pick and choose from. You could get a better deal than you would on the high street and make tax and National Insurance savings
- A free Employee Assistance Line where you can get support and advice on any of the challenges you’re facing, completely confidentially
- Support to help you cover the cost of professional membership subscriptions, course fees, books, examination fees and time off for study leave – so long as it’s relevant to your role
- A Matched Giving scheme where the Company will match any funds raised by permanent employees for registered charities up to £400 each year
- The chance to say “thank you” to one another when you’ve done a good job through our Cadent Congratulates Scheme
We want our employees to achieve a healthy work-life balance and are happy to discuss flexible working options with you if the role can accommodate it. Let us know about your flexibility requirements, whether that be reduced hours, remote working, flexible start/finish times, or compressed hours, and we will be more than happy to explore what’s possible for the role.
About Us
At Cadent we’re excited to be part of the future of UK energy! We’ve got a clear roadmap that will drive our performance to the forefront of our industry and support the UK government in achieving its net zero targets by 2050.
We’re making a difference through innovation and new ways of working. Together we’re shaping a cleaner, greener future for our 11 million customers whom we put at the heart of everything we do.
Diversity and Inclusion
Don’t meet every single requirement listed?
Understanding, learning, and celebrating what makes us different, as well as what we have in common, is good for us as individuals and enables us to work better together as one team. Cadent is committed to being an equitable and diverse employer that fosters an inclusive culture for all our employees, therefore, all our employment decisions are assessed based on qualifications, merit, and business need. So, if you’re excited about this opportunity but your experience doesn’t align perfectly with every qualification mentioned, we would still love for you to submit your application – You may just be the right person for this role or other opportunities at Cadent.
As a recognised Disability Confident Employer, we are proud to champion inclusion in the workplace and ensure to provide an environment that is accessible to all and supports individuals throughout their journey with Cadent. Please let us know if you require any reasonable adjustments during the application process.
We place great importance on equity, diversity and inclusion, and we welcome applicants from all backgrounds. Our employee communities Women in Cadent, Pride at Work (LGBTQ+), Embrace (ethnicity and religion), Thrive! (disability) and the Cadent Military Community can’t wait to welcome you!
Circle Back Initiative
As an active and proud member of The Circle Back Initiative, we aim to ensure that all candidates receive a response to their application, regardless of the outcome.
We will be receiving applications until the specified date above, though Cadent retains the right to close this vacancy early without prior notification, so it is advisable to complete your application at your earliest convenience.
Be part of something big. Help shape the future of gas for generations to come.
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