Colleague Care Face to Face Team Member
Northern Gas Networks
Leeds, GB
7d ago


Please note that this role is based at Temple Point, Leeds.

NGN are seeking a Colleague Care (face to face) team member to join NGN on a full-time (40 hours per week) permanent basis!

This is a unique position to work as part of a small team to reinvent the traditional IT Service model, through providing a face-

to-face customer service. The post-holder therefore has an exciting opportunity to build relationships within the business and travel to regional sites across the Yorkshire.

Job Purpose :

The position entails providing an outstanding technology support service to our customers in a face-to-face environment and will involve resolving colleagues' technology problems through to successful conclusion, allowing colleagues to make best use of NGN technology that will facilitate them within their own day-to-day roles.

Principal Accountabilities :

  • The Colleague Care Contact Team plays a critical role supporting ITIL processes such as Major Incident Management, Problem Management, Change Management and providing a positive and customer- oriented service.
  • Taking end-to-end ownership of incidents and service requests either resolving them directly with remote support, or working with the wider TSS, 3iG and external service providers, to address and resolve technology service requests.
  • Support multiple sites across Yorkshire (Driving license and own vehicle is essential)
  • Following and championing ITIL, ITAM and Information Security practises.
  • Provide 1st, 2nd and 3rd line support to Colleagues to resolve their technology problems.
  • Ensure technology service requests are completed with high standards of quality, timeliness, courtesy and empathy, and are appropriately logged to the agreed standards.
  • In addition, expectations on when and how technology service requests will be addressed will be set and met, and requestors will be kept well informed of the status of their requests.
  • Support the Colleague Care Team Leader to develop and deploy technology learning and coaching to improve the colleague experiences and allow Colleagues to exploit NGN's investments in technology (e.
  • g. answers to frequently asked questions, bite-sized learning etc).

  • Take direction from the TSS Colleague Care Leader and the Senior Member of the TSS Colleague Care Local Team, for example, in the prioritisation and allocation of technology service requests and other work.
  • Prepare, test and deploy devices (eg Desktops, Laptops, tablets and mobile phones) and software to Colleagues, ensuring Colleagues can use the deployed equipment and software.
  • Work with other 3iG colleagues and external service providers to ensure readiness to support new and changed technology services.
  • Provide first line remote (contact centre) support to Colleagues to resolve their technology problems.
  • When required, provide absence cover for other members of the Colleague Care Team.
  • Knowledge, Experience & Technical Know How :

    Essential :

  • Providing customer-oriented services, dealing with customers (internal or external) with courtesy, empathy and delivering effective service to the customers' satisfaction.
  • The ability to work on their own in remote sites
  • Resolving end-user computing technical problems.
  • Working in a collaborative team environment and have sole responsibility for multiple sites within the business.
  • End to end management of requests / calls, including maintaining ownership and oversight whilst actions are being carried out by others.
  • Working with and directing external service providers to provide their input to address technology service requests from colleagues (i.
  • e. third-party providers will be acting as the 'resolver group' for many service requests).

  • Using and contributing to the improvement of service management systems and tools.
  • The Microsoft technology stack and related service and support requirements.
  • Using service management systems and tools (not necessarily in an IT environment).
  • IT Service Management processes and practices, e.g. ITIL.
  • Standard end-user computing / office productivity tools, e.g. Microsoft Excel, Word, PowerPoint and Outlook.
  • Desirable :

  • Knowledgeable in Android devices.
  • Windows 7 / Windows 10 OS support / deployment
  • Active Directory Experience / Infrastructure Knowledge
  • Experience of managing a project whilst coordinating with the wider business.
  • Knowledge of Office 365, SAP, SOTI / MDM, SCCM
  • Experience in working and using servers.
  • Comms Rooms Patching and LAN / WAN knowledge
  • VoIP Telephony experience
  • Whilst not essential, business and technology knowledge from the gas transmission and distribution sector will be of interest.
  • Desirable Qualifications :

    Microsoft certifications are desirable; qualifcations in IT Service Management and / or Customer Service would also be of interest.

    ITIL Foundation certification or a good understanding of ITIL.

    Who are we looking for?

  • Attitude (customer-oriented) and experience (as above) are more important than formal qualifications.
  • The key thing that we are looking for is an ambitious, passionate team-player with the confidence to manage stakeholder expectations, provide an exceptional customer service and have the confidence to manage expectations and really develop the role and make it their own.
  • What we offer :

    This is a truly competitive package, including :

  • Salary- £23,000 per annum
  • Hours of work- Working Monday to Friday - 40 hours a week - although occasionally there may be the requirement to work outside of your usual hours.
  • Bonus- Up to 10% of base salary - measured by personal & corporate targets
  • Sick Pay- SSP for first 5 working days, then occupational sick pay for 6 months
  • Pension- Stakeholder Pension Scheme 5 / 10 contributions
  • Flexible Benefits- Access to flexible benefits such as gym membership, private healthcare, travel insurance, childcare vouchers and much
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