Senior IT Service Desk Analyst

Drax; Manchester; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading renewable energy company is looking for a Senior IT Service Desk Analyst to join their team. This role involves solving IT-related issues for employees across multiple countries, with a focus on delivering high-quality customer service. Key responsibilities include ensuring SLA compliance, providing technical expertise, and driving process improvements. The ideal candidate will have strong skills in Windows operating systems, Active Directory, and Microsoft Office, and be a proactive problem-solver. Flexible working options are available, and excellent benefits are provided.

Benefits

Discretionary bonus depending on company performance

Private Healthcare

SAYE (Sharesave) scheme

Personal accident cover

Group personal pension plan up to 10%

25 days holiday plus bank holidays

Reimbursement for professional membership

Qualifications

• Strong communicator and problem-solver.
• Experience in IT customer service and support.
• Ability to identify process improvements.

Responsibilities

• Provide IT support for colleagues across multiple regions.
• Resolve IT issues within agreed service level agreements.
• Deliver continual service improvements for the Service Desk.

Skills

Windows operating systems

Active Directory / Azure Active Directory / Group Policy

Microsoft Office / Microsoft Exchange / Office 365 / Microsoft Cloud Services

Mobile Device Management

Desktop hardware and software installation

Job description

Senior IT Service Desk Analyst Full time, Permanent Location – Glasgow with regular travel across other sites

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:

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 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.

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 experience with the below:

• Windows operating systems
• Active Directory / Azure Active Directory / Group Policy
• Microsoft Office / Microsoft Exchange / Office 365 / Microsoft Cloud Services
• Mobile 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

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!

How to apply:

Think this role’s for you? Click the ‘apply now’ button to begin your Drax journey.

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

We understand that you may have some additional questions about the role. If you’d like to have a confidential chat to discuss the role in more detail, please email [e-mail]

Closing date: 19 January

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