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Ot Service Desk Advisor
4 months ago
Circa £29k, salary dependant on skills and experience
Full time/37 hrs a week/12 month fixed-term contract
**Location**: Huntingdon or Lincoln
Anglian Water offers a flexible approach, this role provides you the flexibility to work from home and from an Anglian Water office. Your base location will be either in Huntingdon or Lincoln, with occasional meetings in both sites.
Make every drop of your potential count. Join our team
As an OT Service Advisor, you will accurately capture all customer requests for OT Telemetry services as tickets within SAP before assigning to the appropriate OT T&A Resolver Queues. They will also handle all OT T&A IRIS alarms ensuring they are assigned to the correct OT T&A Resolver Queues. They will optimise the resolver groups queues within OFSC and SAP to ensure all tickets are efficiently scheduled with a view to achieving 100% very satisfied customers.
You will undertake the co-ordination, ordering and movement of OT field spares to ensure appropriate Minimum Stock Levels (MSLs) of stock are being maintained across our satellite stores locations.
You will also undertake quality assurance activities and administrative support across the OT Field Engineering team as required.
The role holder will need to have good communication and customer service skills, able to work under pressure and possess good analytic and problem-solving skills.
**What you’ll be doing**:
Undertake the triage of all SAP work orders e.g. IRIS alarms & customer requests.
Create effective and efficient schedules of work using OFSC for OT Field and Digital engineers taking SLAs, business risk and travel time (where applicable) into account.
Undertake effective planning and scheduling of OT automation engineering requests for Senior OT Field Engineers
Liaise with OMC alarm handlers, Water and Water Recycling operations teams to obtain further information as required before deploying to Oracle Mobile
Act as point of contact for all OT engineers work order queries (alarms and customer) and or self-serve issues e.g. IRIS, Oracle Mobile and stock management.
Monitor and track uncompleted work orders (rejections & NWWK) daily and manage through to resolution.
Respond to all queries and requests sent to the Telemetry Customer Support Mailbox within agreed OLAs.
**As a valued employee you’ll be entitled to**:
Competitive pension scheme - Anglian Water double-matches your contributions up to 6%
Personal private health care
Annual bonus scheme
23 days leave, rising with service + Bank Holidays, with the option to swap Christmas and Easter holidays for those celebrated by your religion
Life Cover at 8x your salary
Flexible benefits to support your wellbeing and lifestyle
What does it take to be successful?
Experience of working in and or supporting a geographic dispersed field-based engineering team
Experience of work planning and or scheduling and systems used e.g. Oracle OFSC/Mobile
Knowledge and or understanding of Operation Technology
Experience in stock control and logistics management processes and systems
Experienced user of IRIS, SAP systems
Experience of working in a customer environment
Experience of delivering exceptional customer service providing advice and support to stakeholders
Experience of working within a high-pressure environment
Driving Licence
**Inclusion at Anglian Water**:
Join us and make a difference. Our customers come from a wide range of backgrounds, and we think our workplace should reflect that. We are committed to making sure all our colleagues feel they belong and are supported to succeed. Together with our fellow water companies, we are committed to the Social Mobility Pledge; we are also a signatory to Business in the Community’s Race at Work charter; we hold the Armed Forces Gold Covenant for Employers; we are an accredited Disability Confident employer and we play a leading part in the Women’s Utility Network.
**Closing date**: 12/11/2023
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