IT Service Desk Analyst

IT Service Desk Analyst
Salary Range: $65,000 - $70,000
Location: Vancouver, BC

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.
• All assigned tasks are managed and completed on time.
• We support the team through mentoring and developing junior members, aiming to enhance knowledge within the Service Delivery function.
• We seek service improvement opportunities and collaborate with internal IT and third-party suppliers to achieve successful outcomes.
• We provide first-line support, including: Desktop, laptop, and mobile device support
• User management
• Software and hardware management

Rewards and benefits

• As you help us to shape the future, we’ve shaped our rewards and benefits to help you thrive and support your lifestyle.

About Drax

Drax is at the forefront of transforming energy generation, supply, and usage. Our mission is to drive a zero-carbon, lower-cost energy future. By joining Drax, you'll be part of a team that's making a significant impact on our collective future.

Apply today to help Drax discover the talented individuals we need to drive this change. A career at Drax is more than just a job—it's a chance to make a difference.

Curious to learn more about us? We recommend you connect with us on LinkedIn for more insights.

The Drax Resourcing team will never use third-party apps to make job offers. The recruitment process with Drax will always include at least one face-to-face interview, either in person or via an online video call, as well as several phone conversations. Drax will never ask you to download apps to enter timesheet details or ask you to purchase your own IT equipment. If you have any concerns during your recruitment process or suspect something isn’t right, please contact us via careers@drax.com to verify the application or details of the person you have been speaking to.

Please note that, whilst not expected, the company may pay at a rate outside of the band for this role where appropriate, considering the candidate’s experience, skills and other relevant factors.

The advertised salary range relates to British Columbia and is provided in accordance with the BC Pay Transparency Act. We recognize however that salaries are often driven by market forces in the local area where a candidate is based and accordingly the salary range may not apply outside of British Columbia.