Senior IT Service Desk Analyst

Description:

You’ll be an integral part of the global Service Desk team, solving IT related issues for colleagues across the UK, North America, Canada and Japan. You’ll get to put your passion for delivering great customer service and high-quality support to good use.

Day-to-day, you’ll ensure issues are resolved within agreed SLAs and help to deliver continual Service Improvements across the wider business. The role will also involve providing technical expertise to 1 st line Service Desk colleagues and other IT functions.

Some other duties include –
 

• Liaising with and providing technical expertise to other IT functions across the Drax Group
• Being the subject matter expert within the Service Desk for a defined list of systems and technologies
• Working with project teams to prepare for and onboard new and updated services
• Identifying process improvements within the Service Desk areas of responsibility
• Identifying opportunities to expand the scope of support provided within the Service Desk, embracing and encouraging a ‘shift left’ approach in collaboration with other support teams and service providers
   

Please note, this role covers regular travel across our Scottish hydro sites and you’ll be expected to travel in your own vehicle the majority of the time. Expenses will be paid for your travel. You’ll be expected to travel to other sites on average around 2 days per week depending on business needs.

This role requires you to be in the Glasgow office/on site 4 days per week and there’s the option to work one day from home.

You must have a valid UK driving licence.

Who we’re looking for:

You’ll be a strong communicator, keen problem-solver and love to contribute your ideas for improving processes.

You’ll also have a working knowledge with the below:
 

• Windows operating systems
• Active Directory/ Azure Active Directory / Group Policy
• Microsoft Office/ Microsoft Exchange/ Office 365/ Microsoft Cloud Services
• Intune Device Management, including Windows and Apple devices
• Installation, configuration, troubleshooting and maintenance of desktop hardware and software
   

Rewards and benefits:

As you help us to shape the future, we’ve shaped our rewards and benefits to help you thrive and support

your lifestyle. If successful in this role you’ll get:
 

• A discretionary bonus depending on company performance
• Private Healthcare
• SAYE (Sharesave): discretionary scheme from time to time
• Personal accident cover
• Group personal pension plan where we’ll pay up to 10%
• Holiday 25 days plus bank holidays
• Reimbursement of the cost of your annual membership of one relevant and appropriate professional body