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    Service Desk IT Analyst Level 2 - Glasgow, United Kingdom - RES

    RES
    RES Glasgow, United Kingdom

    2 weeks ago

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    Description

    Do you want to work to make Power for Good?

    We're the world's largest independent renewable energy company. We're driven by a simple yet powerful vision: to create a future where everyone has access to affordable, zero carbon energy.

    We know that achieving our ambitions would be impossible without our people. Because we're tackling some of the world's toughest problems, we need the very best people to help us. They're our most important asset so that's why we continually invest in them. RES is a family with a diverse workforce, and we are dedicated to the personal professional growth of our people, no matter what stage of their career they're at.

    We can promise you rewarding work which makes a real impact, the chance to learn from inspiring colleagues from across a growing, global network and opportunities to grow personally and professionally. Our competitive package offers rewards and benefits including pension schemes, flexible working, and top-down emphasis on better work-life balance. We also offer private healthcare, discounted green travel, 25 days holiday with options to buy/sell days, enhanced family leave and four volunteering days per year so you can make a difference somewhere else.

    The position

    The focus of this role will bethe2 nd linesupportofend users with RESin their use of secure, performant and reliable IT services.The Analyst ensures allreportedserviceincidents are analysed, resolved, and reported back within agreed timeframesand works proactively to prevent, learn from and anticipate incidents wherever possible using structuredmethods.

    The roleis based in the UK&I, itwill also support the IT groupgloballywithdevelopmentand implementation ofIT initiatives and continual improvements that align with the vision and business objectives of RES.

    Organisational Context

    Your day-to-day work will involvesupporting and developing 1 st line Service Desk personnelthroughguidance, knowledge sharing, documentation, and process improvement.You will takeescalatedcases;prioritisingandfinding resolutions with the support of other IT functions and updating shared knowledge bases.

    The ability tohandle1stline contact from customers will be required to coverthe team for absences,training,and peak periods,andyou will usethis experience to assistinimproving the processesand function of the Service Desk as a whole.

    Involvement in project work will also be required as new initiatives and systems are developed and rolled out.

    Key Accountabilities

    · To provide excellentcustomer service andsupport, issue resolution and request fulfilment. Deploymentand configurationof IT equipment to our user-base. Troubleshooting issues and gathering informationusingin-person,telephone,andremote technologies,withoccasional on-site visits. Ensure all incidents are resolved and requests fulfilled in accordance with Service Level Agreements. Assisting and mentoring 1st line Analysts.

    · Working with 3 rd line SME's tohelp identify tasksand knowledge to transition to the Service Desk.

    · Taking a lead in the reporting and monitoring of service desk and support using uptime and ticket-related performance metrics, tracking and reporting open and closed incidents / requests to leadership.

    · Improve and enhance the call resolution, user documentation, policies, troubleshooting guides, knowledgebase and internal procedures within IT.

    · Assisting with deployment and device management technologies, includingtroubleshooting failures of application installs or updates,andmonitoringofdevice status.

    · Partnering with IT and business personnel to discuss the impact of incidents on products and services. Giving advice and guidance on user impacting changes.

    · Contributing to the development of business support standards, processes and procedures, and guidelines for incident,changeand problemmanagement, and helpingthedevelopment ofourservice strategy.

    · Proactively enhancing own knowledge of new products and service technologies, as well as assisting with the development of 1st line Analysts.

    Knowledge you will have

    Knowledge ofmaintaining and supportingWindows end-points in an Azure Hybrid environment, including:

    · In-depth Windows configuration

    · Officeapplications,O365, Teams and Exchange Online

    · Good understanding oflocalnetworking

    · Extensive experience with incident troubleshooting and escalation

    · Automation, scripting

    · Expertise with ITIL or related service delivery frameworksand tools

    · Managing mobile devices withMDM systems such as Intune, ABM

    · iOSand Androidphones and tablets

    · Applicationmanagement

    Skills you have:

    · Technical troubleshooting and logical problem-solving skills

    · Excellent customer service and ability to interact successfully with people in a customer-facing role, as well as communicating with Executives, key stakeholders and project sponsors

    · Proven written and verbal communication skills

    · Ability to prioritise a multifaceted workload

    · Curiosity and a desire to resolve technical problems

    · Self-motivated, organised and initiative-taking and willing to lead and take ownership and accountability for their work in current and future platforms and processes.

    Experience you have:

    Experience of Windows workstation configuration andmaintenance

    Active Directory andEntraIDenvironments

    SCCM, MEM or Intune

    Group Policy Management

    ITIL experience

    Qualifications you hold:

    Relevant industry certifications preferred such as Microsoft qualifications, Azure and ITIL

    At RES we celebrate difference as we know it makes our company a great place to work. Encouraging applicants with different backgrounds, ideas and points of view, we create teams who work together to solve complex problems and design practical solutions for our clients. Our multiple perspectives come from many sources including the diverse ethnicity, culture, gender, nationality, age, sex, sexual orientation, gender identity and expression, disability, marital status, parental status, education, social background and life experience of our people.

    #LI-TS1

    #LI-HYBRID

    #J-18808-Ljbffr
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