IT Service Desk Analyst

Job Description

Closing Date: 23 September 2024

Position Ref: GM 1277

Location: Blended - Edinburgh (from our office in Edinburgh)

Hours: Full-time

Salary: £28,606-£32,606 per annum (depending on experience)

Who we are

We are a leading and trusted organisation, dedicated to promoting energy efficiency, low carbon transport and sustainable energy use. We aim to address the climate emergency and deliver the wider benefits of clean energy as we transition to net zero.

We don’t just offer jobs – we offer careers. For our people, being part of the effort to address the climate emergency makes working for us truly meaningful and rewarding.

Here are some of the benefits we offer:

• We offer an outstanding pension scheme including employer contributions of up to 9%, 11% or 13% (age-linked).
• Enhanced parental leave.
• Private BUPA insurance.
• 25 days annual leave plus bank holidays, with service-linked increases as well as three goodwill days over the Christmas period.
• Staff wellbeing allowance of up to £25 per month / £300 per year.

The team

The team of four service desk analysts sits within the IT team and supports the internal IT requirements of the organisation. We work inclusively and collaboratively across our London and Edinburgh offices where the IT team are positioned to support our four main UK offices in London, Edinburgh, Cardiff, and Belfast, as well as our flexible and home-working members of staff.

This role is for anyone with a passion for IT, a desire to learn, and who can enjoy the process.

The role

The IT Service Desk Analysts are responsible for the resolution of first- and second-line support requests, incidents, IT queries and the day-to-day IT support requirements of our userbase.

You will provide a first-class IT service , ensuring the highest levels of support and customer satisfaction. Support will be provided both in person and remotely, and the role includes an on-call rota (one week in five).

A flexible, dynamic approach is required, with great collaborative skills so that knowledge and experience can be shared throughout the team while at the same time learning from other team members and keep an open, flexible approach to the work.

What you’ll do

• Provide first- and second-line support of user incidents and requests within agreed SLA’s.
• Day to day support of our Office 365 environment including Exchange online, SharePoint, and Teams.
• Provide VPN Client support.
• Onsite and remote support (on-site rota).
• Administration of Active Directory/Azure services such as user account creation, user permissions.
• Software and hardware installations.
• Laptop and mobile phone management using SCCM, Intune and MDM tools.
• Application support for our office suite and some bespoke applications.
• Ensuring all support requests are logged and managed on our IT Service management tool.
• On-call support (rota) for out-of-hours emergency cover.

What you’ll bring

• experience of troubleshooting and application support, and general IT knowedlge.
• The ability to work both as part of a team and pro-actively on your own.
• Enthusiasm, a can-do attitude, a customer-focused approach to your work, and a desire to deliver the very highest standards of support.
• Confidence in communicating internally at all levels.
• The desire to learn, grow, and develop your technical skills.