Service Desk Analyst (IT Support)
$65k - $70k per yearDrax Group
IT Service Desk Analyst
As an IT Service Desk Analyst at Drax, the purpose of this role is to provide outstanding customer service to all users of the IT services that support Drax Group IT and align with the overall business goals.
Key Responsibilities The responsibilities of the Service Desk team include:
Ensuring that incidents are resolved efficiently in accordance with agreed Service Level Agreements (SLAs).
Assessing and fulfilling service requests promptly.
Identifying potential underlying problems to help determine root causes and suggest improvements.
Collaborating closely with internal IT functions and third-party suppliers to ensure successful outcomes.
Proactively managing the application landscape to maintain availability, stability, and performance.
As a member of the IT Service Desk team, you will be responsible for delivering a high-quality service to the business. This includes ensuring that incidents and service requests are addressed quickly and efficiently, in line with the agreed SLAs, while keeping the customer updated throughout the process.
Technical Skills and Qualifications:
Proficient in desktop/laptop hardware, network configurations, and MS Office Suite.
Experienced with Windows 10/11 and telephony technologies (VoIP, SIP).
Familiar with Active Directory, Entra Admin Center (Azure), and Office 365.
Strong interest in LAN/WAN networking and skilled in hardware installation.
Flexible to work outside core hours as needed.
Committed to a customer-first support approach.
Capable of clearly documenting technical concepts for customer understanding.
Driven, detail-oriented, and skilled in managing customer expectations.
Understanding of ITIL principles (ITIL v3) and experience in continuous service improvement.
Knowledge of root cause analysis is a plus.
We are dedicated to providing excellent service to every customer, every time.
We resolve incidents promptly and update the Service Desk system regularly upon resolution.
We enhance service requests by following best practices and identifying improvement opportunities.
We support the team through mentoring and developing junior members, aiming to enhance knowledge within the Service Delivery function.
We seek service improvement opportunities and collaborate with internal IT and third-party suppliers to achieve successful outcomes.
We provide first-line support, including: Desktop, laptop, and mobile device support
Software and hardware management
As you help us to shape the future, we’ve shaped our rewards and benefits to help you thrive and support your lifestyle.
Our mission is to drive a zero-carbon, lower-cost energy future. Apply today to help Drax discover the talented individuals we need to drive this change. The recruitment process with Drax will always include at least one face-to-face interview, either in person or via an online video call, as well as several phone conversations. Drax will never ask you to download apps to enter timesheet details or ask you to purchase your own IT equipment. We recognize however that salaries are often driven by market forces in the local area where a candidate is based and accordingly the salary range may not apply outside of British Columbia.
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