Senior IT Service Desk Analyst – Hybrid, Mentoring & Impact

Drax Group; Selby; Hybrid; GBP 35,000 - 38,000; Full time

Benefits offered by this job

Discretionary bonus

Private Healthcare

SAYE (Sharesave)

Personal accident cover

Group personal pension 10%

25 days holiday + bank holidays

Professional body membership

Job summary

Drax Group in the United Kingdom is seeking a Senior IT Service Desk Analyst to provide high-quality IT support across the business, resolve incidents and fulfill service requests while promoting a customer-focused and security-conscious approach.

You will also coach Service Desk Analysts, handle escalations and help drive consistent processes and continuous improvement across the team. The role is full-time, on site at Drax Power Station, Selby, with one day per week working from home.

Qualifications

• Operational Service Desk experience with incident and service request management.
• Strong knowledge of Windows, Microsoft 365, AD, Group Policy, Azure, Exchange and Intune.
• Experience installing and maintaining end-user hardware and software.
• Working knowledge of mobile device management and Apple devices.
• ITIL qualifications or significant support experience; strong communication and prioritisation skills.

Responsibilities

• Resolve IT incidents and fulfill service requests within agreed timescales and quality standards.
• Investigate complex escalations, perform root cause analysis and coordinate with internal/external support teams to achieve resolution.
• Coach and mentor Service Desk Analysts, sharing knowledge to increase first-time fixes.
• Create and maintain clear support documentation, knowledge base and records in the ITSM system.
• Identify and deliver service improvements through analysis, automation, training and a shift-left approach.

Skills

Incident management

Service requests

Customer service

Communication

Education

ITIL qualifications

Tools

Windows

Microsoft 365

Active Directory

Group Policy

Azure

Exchange

Intune

End-user hardware

Mobile device management

Job description

Drax Group in the United Kingdom is seeking a Senior IT Service Desk Analyst to provide high-quality IT support across the business, resolve incidents and fulfill service requests while promoting a customer-focused and security-conscious approach.

You will also coach Service Desk Analysts, handle escalations and help drive consistent processes and continuous improvement across the team. The role is full-time, on site at Drax Power Station, Selby, with one day per week working from home.