Service Desk Analyst
Working at our iconic office in Morley, Leeds, and virtually via Microsoft Teams
Your new role at NewDay
The Service Desk provides a single point of contact for reporting and handling technical incidents, requests and problems between NewDay colleagues, clients and suppliers. The team is responsible for adhering to the Incident Management and Request Fulfilment process to a high standard, operating on the principle that customer satisfaction and perception is critical to success.
This role contributes to the effective operation of the Incident Management and Request Fulfilment processes at NewDay by accepting ownership of issues and requests via phone calls, ITSM toolset, IT Portal, email and MS Teams, ensuring resolution to the customers satisfaction within agreed service levels, promoting confidence in NewDay’s Technical Support Service.
This is a fantastic opportunity to work as part of a collaborative team, where you will be able to enhance your skillset.
You’ll deliver:
- By being the first point of contact for any incidents or requests, accepting requests for support by phone, ITSM toolset, IT Portal, email and Microsoft Teams
- Incident Management including registration, triaging, escalation, tracking, routing and closure. You will evaluate the impact of each request and take appropriate action, and monitor the progress of each ticket to escalate where required.
- First line investigation and diagnosis of incidents reported prior to referral while implementing 1st time fix where possible
- By informing customers of the status and progress or their requests regularly so that all customers are happy before resolving their requests.
- Facilitation and transfer of information between first line and other support groups, and ensure that co-ordination and communication between the Service Desk and the technical support teams are being maintained in system critical situations.
What you’ll bring:
- Experience working in an IT environment, ideally in a Service Desk role.
- Technical knowledge of AD, MS Operating systems, MS Office, Citrix, Exchange, SCCM.
- The ability to be proactive, and able to use your own initiative.
- Excellent Communication skills, and always have a positive attitude.
- Flexibility – this role will include some weekend & bank holiday working, and some later shifts. These are shared fairly amongst the team, so it’s important you are a great teammate.
Where next? Let’s talk about this role.
About NewDay
We help people move forward with credit and help our colleagues to move their careers forward too.
We use our highly flexible, scalable, and multi-product digital credit engine to power over 120 million transactions every year. Our brands include Aqua, marbles, fluid and Bip. We partner with leading brands such as John Lewis, AO, Argos and DEKO.
Over 5 million UK customers are supported by our award-winning customer service.
At NewDay, we value all types of diversity. We’re an equal opportunity employer and believe that our differences create a vibrant, authentic working culture. We want all our colleagues to feel able to bring their whole selves to work. We don’t discriminate on the basis of age, physical or mental disability, gender reassignment, marriage and civil partnership, pregnancy and carer status, race (including colour, nationality, and ethnic or national origin), religion or belief, sex and sexual orientation. We make sure that every job is crafted to be inclusive and that people with disabilities or caring responsibilities can take part in the application and interview process. Tell us if you need accommodations: we’ll put reasonable adjustments in place to support you.
Our dynamic NewDay culture
We’re focused on what will drive impact in helping people move forward with credit. Our distinctive culture is geared to spark innovation and team working – with lots of open doors for development. Our customers can rely on us because we aim high, support each other, do the right thing and build for the future.
We invest in our colleagues. On top of a strong market competitive salary, you get a bonus opportunity that matches the impact (delivery + values) you drive in your role. We also help you retire better with market leading pensions.
At NewDay, #yourwellbeing matters: You get 26 days holiday and can buy up to 5 more after probation. Then you’ll get extra days as you build your career with us.
NewWork, our flexible, hybrid working approach, helps you to manage your work/life balance - and even bolt on work time in other countries before or after your holiday. And when you’re in the office, you get free healthy breakfast, fresh juices, lunch, barista coffee etc.
Our tax efficient green car and cycle to work schemes save you money (and help the planet).
Ask your Talent Acquisition Partner to tell you more about any of our perks.
We work with Textio to make our job design and hiring inclusive.
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