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

    RES
    RES Glasgow, United Kingdom

    3 weeks ago

    Default job background
    Permanent Full time
    Description

    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 be the 2nd line support of end users with RES in their use of secure, performant and reliable IT services. The Analyst ensures all reported service incidents are analysed, resolved, and reported back within agreed timeframes and works proactively to prevent, learn from and anticipate incidents wherever possible using structured methods.

    The role is based in the UK&I, it will also support the IT group globally with development and implementation of IT initiatives and continual improvements that align with the vision and business objectives of RES.

    Organisational Context

    Your day-to-day work will involve supporting and developing 1st line Service Desk personnel through guidance, knowledge sharing, documentation, and process improvement. You will take escalated cases; prioritising and finding resolutions with the support of other IT functions and updating shared knowledge bases.

    The ability to handle 1st line contact from customers will be required to cover the team for absences, training, and peak periods, and you will use this experience to assist in improving the processes and 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 excellent customer service and support, issue resolution and request fulfilment. Deployment and configuration of IT equipment to our user-base. Troubleshooting issues and gathering information using in-person, telephone, and remote technologies, with occasional 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 3rd line SME's to help identify tasks and 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, including troubleshooting failures of application installs or updates, and monitoring of device 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, change and problem management, and helping the development of our service 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 of maintaining and supporting Windows end-points in an Azure Hybrid environment, including:

    ·In-depth Windows configuration

    ·Office applications, O365, Teams and Exchange Online

    ·Good understanding of local networking

    ·Extensive experience with incident troubleshooting and escalation

    ·Automation, scripting

    ·Expertise with ITIL or related service delivery frameworks and tools

    ·Managing mobile devices with MDM systems such as Intune, ABM

    ·iOS and Android phones and tablets

    ·Application management

    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 and maintenance

    Active Directory and EntraID environments

    SCCM, MEM or Intune

    Group Policy Management

    ITIL experience

    Qualifications you hold:

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

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