No day will be the same - here are some of the highlights As a Service Desk Analyst, you’ll play a pivotal role in our IT Operations team, providing essential support to our internal IT systems. Your responsibilities will include managing 1st and 2nd line support queries, resolving technical issues, and equipping new and existing staff with the technology they need to succeed. This role requires a proactive and confident individual who excels at tackling complex issues while maintaining excellent communication and customer service. You’ll collaborate with colleagues across all levels of Good Energy, ensuring prompt resolutions to support requests and contributing to the smooth functioning of the IT Operations team. Additionally, you’ll have the opportunity to enhance and maintain service desk documentation, creating guides and solutions for common issues to improve the team's efficiency. Key Responsibilities Investigate and resolve 1st and 2nd line support queries. Manage the provisioning and lifecycle refresh of IT equipment. Deliver exceptional customer service and clear communication with colleagues at all levels. Maintain and improve service desk documentation, including user guides and troubleshooting procedures. Prioritise tasks effectively, remaining calm and focused during busy periods or high-pressure situations. What you'll need to succeed We’re seeking a flexible, self-motivated team player who thrives in a dynamic and fast-paced environment. Your strong attention to detail, organisational skills, and ability to work collaboratively will ensure success in this role. Essentials: Strong verbal and written communication skills. Proficiency in troubleshooting technical IT issues. Hands-on experience with Active Directory, Azure, Office 365, and SaaS applications. Experience with laptop and mobile device deployment. Solid understanding of Information Security principles. Ability to prioritise and manage a demanding workload to meet deadlines. Confidence in learning and using unfamiliar IT applications. Adaptability to thrive in an evolving work environment. Ability to work effectively under pressure during high call volumes or incidents. Experience with Windows and Mac OS. Desirables: Excellent attention to detail and a commitment to accuracy. A proactive approach to problem-solving and customer service. Strong interpersonal skills and the ability to work collaboratively within a team. Why Join Us? This is a vital role within our IT Operations team, offering the opportunity to make a meaningful impact on the smooth running of our internal systems and support. If you’re motivated by solving problems, enjoy working in a team-oriented environment, and are passionate about delivering excellent IT support, we’d love to hear from you. Apply today and help us empower our team with reliable and effective IT solutions Benefits you can rely on Great allowances for hybrid working: £500 work from home allowance - an annual allowance paid monthly alongside your salary to support with working from home costs. £500 travel allowance - an annual allowance paid monthly alongside your salary to support with travelling to work costs. £500 annual development allowance: To spend on your chosen development area, whether that’s in your current role, or future roles. 8% annual bonus: company-wide bonus scheme designed to reward collective teamwork and delivery of results across the whole business. Holiday: 25 days annual leave, a day off for your birthday, additional days leave for long service, plus bank holidays. You’ll also have the option to buy additional leave, allowing for a better work-life balance. Ethical Pension with Aviva: Good Energy offers an ethical pension plan provided by Aviva, with employer-matched contributions up to 7.5% of your base salary. See more of our benefits here. Due to the Christmas period, applications for this role will be reviewed and responded to from the week commencing 6th January 2025. About Good Energy We’re Good Energy. Our aim is to help one million homes and businesses to cut their carbon by 2025 – by becoming a one stop shop for everything green… We provide 100% renewable electricity bought directly from our community of 2000 independent renewable generators. We install heat pumps, an essential tool for getting homes off gas. We support customers to generate and store their own power, by installing solar panels and battery storage. We also develop innovative tariffs to pay small generators fairly for what they export; and to get households involved in balancing the grid too. If you’re ready to make combatting the climate crisis your job, and believe in our values of being, fair, straightforward, focused, and inclusive; then we want to hear from you. Let’s power a cleaner, greener future together. Find out more about what makes us different here. Our Commitment We're a Committed Member of Inclusive Employers and value people’s differences - we recognise the strength that they give us. We work hard to be a supportive community where everyone has equal opportunities and we encourage applications from people irrespective of background, circumstances, age, disability, ethnicity, religion or belief, gender identity or sexual orientation. Where are we? Our office is based in Chippenham, Wiltshire and is conveniently located near the train station, providing green travel options for travel, as well as fast connections to Bristol, Bath, Swindon and London. The office is fully accessible, allowing everyone to participate fully in their working lives regardless of any mobility challenges. We promote work-life balance and flexibility through hybrid working, which combines both remote and office work. It provides our people with the opportunity to tailor their work schedules to suit their individual needs and preferences while maintaining productivity and engagement.