Senior IT Service Desk Analyst

Drax Group; Glasgow; Hybrid; GBP 35,000 - 40,000; Full time

Benefits offered by this job

Discretionary bonus

Private healthcare

SAYE (Sharesave) scheme

Personal accident cover

Group personal pension (up to 10%)

25 days holiday + bank holidays

Professional body membership allowed

Job summary

Senior IT Service Desk Analyst at Drax Group based in Glasgow requires seasoned Service Desk expertise to support colleagues across the business. You will resolve incidents, handle service requests, coach analysts, and act as escalation point while promoting security and customer focus.

You will drive process consistency, document known issues, and contribute to continuous improvement across the team in a fast-paced, hybrid environment.

Qualifications

• Experience in an operational Service Desk support role.
• Strong knowledge of Microsoft technologies, including Windows, Microsoft 365, Active Directory, Group Policy, Azure, Exchange and Intune.
• Proven experience installing, configuring, troubleshooting and maintaining end-user hardware and software.
• Working knowledge of mobile device management and Apple devices.
• ITIL qualifications or significant support experience, alongside excellent communication and prioritisation skills.

Responsibilities

• Resolving IT incidents and fulfilling service requests, including joiner, mover and leaver activities, in line with agreed timescales and quality standards.
• Investigating complex escalations, completing root cause analysis and working with internal and external support teams to achieve resolution.
• Coaching and mentoring Service Desk Analysts, sharing knowledge and helping increase first-time fixes.
• Creating and maintaining clear support documentation, known-issue guidance and accurate records within the IT service management system.
• Identifying and delivering service improvements through analysis, automation, training and a shift-left approach.

Skills

Incident management

Service desk experience

Microsoft 365 / Windows

Active Directory / Azure / Intune

ITIL knowledge

Education

ITIL certification

Tools

ITSM tools

Job description

Senior IT Service Desk Analyst

Full time, Permanent

Location – Glasgow with regular travel to Scottish asset sites

On site – 1 day per week working from home

Salary £35,000 - £40,000

Driving Licence Essential

About the role:

As a Senior IT Service Desk Analyst, you’ll provide high-quality IT support to colleagues across Drax, resolving incidents and fulfilling service requests while championing a customer-focused and security-conscious approach. You’ll also coach Service Desk Analysts, act as an escalation point for more complex issues and help drive consistent processes and continuous improvement across the team.

You’ll be responsible for:

• Resolving IT incidents and fulfilling service requests, including joiner, mover and leaver activities, in line with agreed timescales and quality standards.
• Investigating complex escalations, completing root cause analysis and working with internal and external support teams to achieve resolution.
• Coaching and mentoring Service Desk Analysts, sharing knowledge and helping increase first-time fixes.
• Creating and maintaining clear support documentation, known-issue guidance and accurate records within the IT service management system.
• Identifying and delivering service improvements through analysis, automation, training and a shift-left approach.

Who we’re looking for:

You’ll be an experienced Service Desk professional who enjoys solving problems, supporting customers and helping colleagues develop. You’ll be comfortable working in a fast-paced environment, balancing competing priorities and communicating clearly with stakeholders at every level.

To be successful In this role you’ll have -

• Experience in an operational Service Desk support role, with strong incident and service request management skills.
• Strong knowledge of Microsoft technologies, including Windows, Microsoft 365, Active Directory, Group Policy, Azure, Exchange and Intune.
• Proven experience installing, configuring, troubleshooting and maintaining end-user hardware and software.
• Working knowledge of mobile device management and Apple phones and tablets.
• ITIL qualifications or significant support experience, alongside excellent communication, customer service and prioritisation skills.

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.

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
• 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

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.

Talk to us about flexible working!

If you want to find out more about Drax, check out our LinkedIn page to see our latest news.

We reserve the right to close roles early when the particular role and / or location has had sufficient applications.