IT Service Desk Analyst

Energy Assets Ltd; Scotland; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading energy services company in the UK is seeking a motivated IT Service Desk Analyst. This role focuses on providing 2nd Line Support and maintaining the IT Service desk system. Responsibilities include troubleshooting complex IT issues, utilizing Service Desk Ticketing solutions, and collaborating with cross-functional teams. Candidates should have excellent technical skills in MS SQL, experience with Salesforce, and effective communication abilities. Hybrid working options are available, fostering a collaborative and inclusive work environment.

Benefits

Opportunities for professional development

Collaborative team culture

Qualifications

• 2+ years experience in IT Service Desk operations.
• Strong problem-solving skills.
• Ability to communicate effectively with non-technical audiences.

Responsibilities

• Provide technical support and maintain the IT Service desk system.
• Use Service Desk Ticketing solution to communicate with end users.
• Work closely with the helpdesk team leader for outstanding service.
• Troubleshoot and resolve complex IT systems problems.

Skills

MS Office applications

Salesforce platform

User management with Azure

SQL databases

Technical support

Communication skills

Education

Certification in relevant discipline

Tools

Jira Service Desk

MS SQL

Job description

We are seeking a highly skilled and motivated IT Service Desk Analyst to join our technology team within the energy sector. The role will be within the IT Department. This is a 2nd Line Support role with responsibility for providing technical support to the business and maintaining the IT Service desk system. There may be a need at times to cover 1st Support. This role will require technical skills in MS SQL queries and analytical skills to resolve tickets in relation to many IT systems.

The IT Service Desk will work closely with cross-functional teams to ensure business operations are maintained.

Key Responsibilities

• Ability to use a Service Desk Ticketing solution to communicate and provide updates to end users.
• Working closely with the helpdesk team leader to deliver outstanding service to our service users.
• Jira Service Desk knowledge would advantageous.
• Ability to prioritise and work within defined SLA’s.
• Participate in providing out of hours support when required.
• Ensure resolution is kept in-line with Information Security requirements.
• Ability to work autonomously or part of a team, through a list of tickets, task, issues prioritising as needed.
• Ability to carry out troubleshooting, researching, and resolving of complex information system problems.

Required Skills & Experience

• Excellent understanding of MS Office applications.
• Good Knowledge and experience working with the Salesforce platform.
• Experience of user management with Azure and other applications.
• Knowledge of SQL databases, and use of Transactional SQL scripts.
• Good problem solving ability.
• Possess excellent and effective communications skills with the ability to communicate clearly to non-technical audiences.
• 2 or more years' experience working in an IT Service Desk operations role.

Preferred Qualifications

• Certification in relevant discipline is desired.

Work Environment & Culture

• Office based role with hybrid working options.
• Collaborative and inclusive team culture focused on stability and continuous improvement.
• Opportunities for professional development through certifications, training programs, and industry conferences.