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Role Profile
An exciting opportunity to join a unique 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.

Salary/package - Up to £27,000 plus Comprehensive Benefits

Location: Emley Moor, Huddersfield. Will require at least 2 days a week working from the office.

Key Responsibilities:

• Carry out Tier two Comms Hub lifecycle activities in-order to maintain and improve working connections and data transfer from devices, utilising supporting systems and manual processes, including install support, security key rotations, firmware downloads
• Participate in knowledge transfer activities from Subject Matter Experts and deliver Knowledge transfer to Operations Service Desk team
• Carry out second tier triage activities relating to end points and complex support system processes to resolve Incidents
• Responsible for carry out first line Service Desk [Tier two] Management activities in support of the Incident, Access and Service Request processes.
• Responsible for ensuring Incidents and Service Requests raised meet or exceed the customer SLA requirements.
• Undertake shift work to meet the customer demand, current model supports 7.5 hour shifts rotating between 08:00-20:00 Monday to Friday

Must Haves

• Customer facing / service desk experience
• An understanding of ITIL best practice
• Be able to communicate effectively in writing, face-to-face and over the telephone with customers and internal departments
• Must be able to pass Security Clearance required for the role

Might Haves

• Experience of carrying out system / process testing
• Customer Service Skill training / qualification
• General understanding of the communications industry / Service Desk functions
• High level of attention to detail

More than anything, we want to work with people who are passionate about what they do and believe in our vision. So, if you think you have most of the skills and / or experience we are looking for, then please do apply for the role - we want to hear from you!

Who We Are

Arqiva is at the heart of the broadcast and utilities sector in the UK and beyond. Through our infrastructure we ensure media and data is taken from, and delivered to where it is most valued, whether that’s from broadcasters to your TV screen or radio, or from your smart meter to the utility company. Even if you haven’t heard of us before, the chances are you’re indirectly a customer of ours and our infrastructure is part of your everyday life. We have a rich heritage and an exciting future ahead of us, and there’s so much more to us that we can’t wait to share with you.

What do you need to be the best version of you…

We have worked closely with our colleagues during the past 18 months to create Work. Life. Smarter. – our approach and commitment to a flexible and hybrid working culture for everyone. Our approach gives our colleagues empowerment and support to work in ways that enable them to thrive in their role. We are very much on a learning journey at Arqiva, but through a balance of in-person and remote working opportunities, we are encouraging our teams to work together to put in place what works best for them, ensuring that they’re meeting individual, team and customer needs.

Our colleagues feel empowered by the opportunities available to them to ensure we all bring our very best selves to work, wherever that may be, and we welcome the opportunity to talk to you about how Work. Life. Smarter. could work for the role you are interested in, as well as formal flexible working requests such as part-time or job shares.

Inclusive Arqiva

For us, building a working environment that is diverse, inclusive and engaged, is a positive for both our colleagues and our customers. This is why we have invested in our partnerships with initiatives and organisations such as Tommy's Pregnancy at Work, Inclusive Employers and WISE (Women in Science and Engineering).

We also have active and thriving networks to support our colleagues like our Working Families network, Women at Arqiva and Diversity Ambassadors. Take a look at our LinkedIn Life page for more details.

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