IT Service Desk Analyst

Ready to be at the heart of a zero-carbon energy future?

As an IT Service Desk Analys t at Drax, the purpose of this role is to provide outstanding customer service to all users of the IT services that support Drax Group IT and align with the overall business goals.

Be part of a company at the forefront of sustainable energy, making a real difference for the planet and our communities.

~ Comprehensive Benefits: From day one, you’ll receive competitive wages, comprehensive health and dental benefits, and an RRSP matching plan to support your financial goals. You’ll also participate in a company bonus plan that rewards overall Drax performance and safety.

~ Your Day-to-Day as an IT Service Desk Analyst You’ll be:

~ Ensuring that incidents are resolved efficiently in accordance with agreed Service Level Agreements (SLAs).

~ Assessing and fulfilling service requests promptly.

~ Identifying potential underlying problems to help determine root causes and suggest improvements.

~ Collaborating closely with internal IT functions and third-party suppliers to ensure successful outcomes.

~ Proactively managing the application landscape to maintain availability, stability, and performance.

~ As a member of the IT Service Desk team, you will be responsible for delivering a high-quality service to the business. This includes ensuring that incidents and service requests are addressed quickly and efficiently, in line with the agreed SLAs, while keeping the customer updated throughout the process.

Technical Skills and Qualifications

~ Proficient in desktop/laptop hardware, network configurations, and MS Office Suite.

~ Experienced with Windows 10/11 and telephony technologies (VoIP, SIP).

~ Familiar with Active Directory, Entra Admin Center (Azure), and Office 365.

~ Strong interest in LAN/WAN networking and skilled in hardware installation.

Flexible to work outside core hours as needed.

~ Committed to a customer-first support approach.

~ Capable of clearly documenting technical concepts for customer understanding.

~ Driven, detail-oriented, and skilled in managing customer expectations.

Understanding of ITIL principles (ITIL v3) and experience in continuous service improvement.

~ Knowledge of root cause analysis is a plus.

~ We support each other to achieve important goals.

~ Apply today to help Drax discover the talented individuals we need to drive this change. The recruitment process with Drax will always include at least one face-to-face interview, either in person or via an online video call, as well as several phone conversations. Drax will never ask you to download apps to enter timesheet details or ask you to purchase your own IT equipment. Please note that, whilst not expected, the company may pay at a rate outside the band for this role where appropriate, taking into