Senior IT Service Desk Analyst

Drax Group; York and North Yorkshire; On-site; GBP 35,000 - 38,000; Full time

Benefits offered by this job

Discretionary bonus

Private Healthcare

SAYE (Sharesave)

Personal accident cover

Group personal pension (up to 10%)

Holiday 25 days + bank holidays

Professional body membership expense

Job summary

Senior IT Service Desk Analyst at Drax Group, based at Drax Power Station, Selby, with on-site work and one day weekly from home. You will provide high-quality IT support, resolve incidents, handle service requests and coach junior analysts to improve processes and issue resolution.

You’ll lead escalations, ensure secure, customer-focused support, and contribute to continuous improvements in the service desk. A strong ITIL background and Microsoft tech expertise are essential.

Qualifications

• Experience in an operational Service Desk role with incident and service request management.
• Strong knowledge of Microsoft technologies including Windows, M365, AD, GP, Azure, Exchange, Intune.
• Experience installing and maintaining end-user hardware and software, and mobile devices.
• ITIL qualifications or equivalent support experience.

Responsibilities

• Resolve IT incidents and fulfill service requests within agreed timescales and quality standards.
• Investigate escalations, perform root cause analysis and coordinate with internal/external teams.
• Coach and mentor Service Desk Analysts to improve first-time fix rates.
• Create and maintain clear support docs and records in the ITSM system.

Skills

Incident management

End-user support

Windows

Microsoft 365

Active Directory

Azure

Intune

ITIL

Job description

Location – Drax Power Station, Selby

Closing date: 3 November

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.

Full time, Permanent

Location – Drax Power Station, Selby

On site – 1 day per week working from home

Salary £35,000 - £38,000

Closing date: 3 November

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!

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