Senior IT Service Desk Lead - Hybrid (Glasgow)

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 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.