Service Desk Analyst
Posted on May 17, 2019 by Good Energy Limited
Changing the world is no easy task. But in 1999 that's exactly what Good Energy set out to do. Its purpose is to enable people, in their homes and their businesses, to play an important role in combatting climate change, by providing households and businesses access to locally sourced 100% renewable energy. Fast forward to today, and the business is now a key player in the renewable energy space, and despite challenging market conditions has continued to grow profitably over the past 5 years.
The business has recently reviewed its longer-term strategy and is now poised to take a leap forwards, focused on a transformational growth agenda which delivers long term value for its customers, shareholders and people. This will enable the achievement of its purpose; powering the choice for customers, of a cleaner greener future. The Good Energy team is currently around 300 people strong and is based in the market town of Chippenham, Wiltshire.
As a Service Desk Analyst, you will be part of the IT team, within the IT & Digital Department. The IT & Digital Department is responsible for supporting the Business with all of their Change/IT & Digital requirements, enabling growth whilst ensuring reliable and efficient day to day system operations.
The core responsibility of the post is to manage the resolution of Service Desk tickets and support the Senior Service Desk Analyst. The successful candidate will be expected to provide 1st line support, but continually break out of their comfort zone, to enable a development track into 2nd and 3rd line support.
The role will manage the resolution of Service Desk tickets and support the Service Desk Performance Lead. Provide 1st line support and develop into 2nd and 3rd line support.
Contribute to the creation and continual improvement of service desk documentation; such as processes, Knowledge Articles, FAQs, etc.
The role will require a proven service desk analyst who is a flexible self-starter, capable of working in a small but highly demanding and productive team environment. The role requires the ability to communicate and work with a variety of people from every area of the business. Meticulous attention to detail and accurate record keeping is essential.
You will be an effective communicator with a focus on customer service and be pro-active in all communications with customers. Comfortable communicating with colleagues at all levels within Good Energy; you will be able to gain the information necessary to resolve issues and to communicate progress on fixes in a timely manner.
In addition, you will also be responsible for contributing to the creation and continual improvement of service desk documentation; such as processes, guides, FAQs, SLA's and wider communications to customers etc.
We also have some amazing benefits that we offer our people, including:
* Travel allowance at all levels
* Green Travel Allowance
* Bonus at all levels
* Pension matched up to 7.5%
* 5 weeks annual leave with option to buy more
* Flexible working practices across many roles
Along with many more benefits
Our Purpose: 'Powering the choice of cleaner greener future, together'
We are straightforward in how we communicate with each other and get things done
We are determined and resilient, overcoming challenges to realise our purpose together.
We value people's differences and recognise the strength they give us when we work together
In fulfilling our purpose, we aim to balance fairly the needs of our people with those of our customers, our shareholders and our futureholders.
Good Energy is based in Chippenham, Wiltshire. We've been here since the very beginning, and are busy planning a new state-of-the-art headquarters to call our future home. We're just a two-minute walk away from the train station, with fast connections to Bristol, Swindon and the surrounding area.