IT Service Desk Analyst

Drax; Ipswich; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking an IT Service Desk Analyst to join their dynamic team in Ipswich. This role is pivotal in providing exceptional customer service and support for IT services across the organization. You will be responsible for managing incidents and service requests efficiently while ensuring high-quality service delivery. The company is committed to fostering a sustainable energy future and values employees who share this vision. If you're enthusiastic about technology and customer service, this opportunity is a great fit for you, allowing you to make a real impact while developing your career.

Benefits

Discretionary Bonus

Private Healthcare

Sharesave Scheme

Personal Accident Cover

Group Pension Plan

25 Days Holiday

Professional Membership Reimbursement

Qualifications

• Experience in 1st line IT support with a focus on customer service.
• Knowledge of Windows OS, Active Directory, and Microsoft services.

Responsibilities

• Deliver high-quality IT support to various business units.
• Manage incidents and service requests in line with SLAs.

Skills

Customer Service Skills

Attention to Detail

1st Line IT Support

Windows Operating Systems

Active Directory

Microsoft Office

Mobile Device Management

Troubleshooting

Tools

SCCM

Intune

Autopilot

Microsoft Exchange

Office 365

Audio/Visual Equipment

Job description

IT Service Desk Analyst Full time, Permanent Location – Ipswich

Closing date: 2 May 2025

Who we are:

We’re not just talking about making a difference, we’re making it happen. We generate dispatchable, renewable power and create stable energy in an uncertain world. Building on our proud heritage, we have ambition to become the global leader in sustainable biomass and carbon removals.

You’ll be joining our teams of practical doers, future thinkers and business champions. We’re enabling a zero carbon, lower cost energy future for all, and working hard to decarbonise the planet for generations to come.

About the role:

As the face of Group IT department, you’ll provide excellent customer service to all consumers of the IT services provided to support the various business units across the Drax Group.

You will be responsible for always delivering a high-quality service to the business, ensuring that incidents and service requests are worked quickly and efficiently in line with agreed SLAs, ensuring the customer and relevant systems are updated throughout. The support you provide will be through a combination of walk-up and deskside support as well as remote support to customers in other Drax locations globally.

Who we’re looking for:

You’ll be a driven and enthusiastic individual with great customer service skills, good attention to detail, and able to prioritise and manage your own workload in line with business expectations.

You’ll be required to have the following experience and knowledge:

1. Experience of working in a 1st line IT support role
2. Windows operating systems
3. Active Directory / Group Policy / SCCM / Intune / Autopilot
4. Microsoft Office/ Microsoft Exchange/ Office 365/ Microsoft Cloud Services
5. Mobile Device Management, including Windows and Apple devices
6. Meeting room audio/visual equipment
7. 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 with Vitality
• 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

We’re committed to making a tangible impact on the climate challenge we all face. Drax is where your individual purpose can work alongside your career drive. We work as part of a team that shares a passion for doing what’s right for the future. With Drax you can shape your career and a future for generations to come.

Together, we make it happen.

At Drax, we’re committed to fostering an environment where everyone feels valued and respected, regardless of their role. To make this a reality, we actively work to better represent the communities we operate in, foster inclusion, and establish fair processes. Through these actions, we build the trust needed for all colleagues at Drax to contribute their perspectives and talents, no matter their background. Find out more about our approach here