Service Desk Analyst

**Description**

**Role: Service Desk Analyst
Location: Office Based in Brand New HQ, Ansty Park, Coventry
Contract: Permanent, Full Time

**Salary**: Up to £28,000pa (depending on experience and skills)**

**A Little About Us**

Cadent is the UK’s largest gas distribution network. We manage a network of more than 80,000 miles (130,000 km) of pipes, most of them underground, which transport gas to 11 million customers. 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.
At Cadent we’re excited to be part of the future of UK energy One thing we know for sure - this last year has shown us that when we combine our brand with the talent of Cadent employees, we create something special. ?We’ve got a clear roadmap that will bothdrive our performance to the forefront of our industry and support the UK government in achieving their net zero target by 2050.

**The Important Bit**

As an IT 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.Our IT departmentis on an exciting journey - we are growing our internal team capabilities, empowering our colleagues to look for better ways to provide a great service - continually improving what we do.You will also be inquisitive with an interest in developing existingskill set and learning new skills. Here at Cadent, we are committed to development, so we will support you with further training.

**Key accountabilities will include**:

- 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 database
- 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.

**What You'll Bring**
- 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.

**Hands-on work experience with the following is desired, but not essential**:

- Windows Operating systems
- Clients: Windows7, Windows 10
- Servers: Windows 2003, Windows 2008,
- Knowledge of Active Directory, Exchange
- ITSM ticketing tools (ServiceNow)
- User account creation for Active Directory, Exchange Mailboxes, Distribution lists
- MS Office Suite (2016): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio.
- Internet/Edge browsers (e.g., Explorer, Chrome, Firefox).
- VPN and remote dial-in users
- Support for laptop, desktops, and printers
- Experience with mobile device troubleshooting (iPhones, iPads, Android phones/tablets, Office 365).

**What’s in It For You**
- 25 days holiday + statutory days + option to buy too
- Competitive salary
- Pension Scheme - double match up to 12%
- Flex Benefits including; cycle to work scheme, salary sacrifice car scheme, insurances and healthcare packages
- My Offers membership card - offering discounts and savings from hundreds of retailers
- Support with financial wellbeing
- Access to our Occupational Health Services.

**Diversity and Inclusion**

**Don’t meet every single requirement listed?**
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 requireany reasonable adjustments