IT Service Desk Analyst - Dover - Drax

    Drax
    Drax Dover

    20 hours ago

    Description
    IT Service Desk Analyst

    Location:
    Monroe, LA

    As an

    IT Service Desk Analyst


    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.

    Key Responsibilities

    The responsibilities of the Service Desk team include:
    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.

    About you
    You'll possess the following skills, abilities, and

    experience:

    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.
    Knowledgeable in Autopilot, SCCM, and anti-virus/encryption technologies.
    Strong interest in LAN/WAN networking and skilled in hardware installation.


    Work Ethic and Approach:
    Flexible to work outside core hours as needed.
    Committed to a customer-first support approach.
    Capable of clearly documenting technical concepts for customer understanding.
    Effective team player with individual initiative.
    Driven, detail-oriented, and skilled in managing customer expectations.


    Additional Qualifications:
    Understanding of ITIL principles (ITIL v3) and experience in continuous service improvement.
    Knowledge of root cause analysis is a plus.
    Familiarity with the electricity industry is desirable.

    Key Accountabilities
    We are dedicated to providing excellent service to every customer, every time.
    We resolve incidents promptly and update the Service Desk system regularly upon resolution.
    We enhance service requests by following best practices and identifying improvement opportunities.
    We identify underlying issues to determine root causes and improve services.

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