Job Description

IT Service Desk Analyst

Location:

Teesside

Working pattern:

Monday - Thursday 08:00 - 16:00, Friday 08:00 - 15:30 - 37 hours per week, onsite.

Draken believes in fair reward and recognition for our employees. As such, we offer competitive salaries and a comprehensive benefits package including up to 12% matching pension contributions, bonus incentives, discounted PMI, electric car scheme, tech vouchers, wellbeing programmes and much more.

The Role

We are looking for a Service Desk Analyst to join our IT team at our Teesside site, providing technical support across Draken Europe. You will be the first point of contact for IT issues, delivering support in person, remotely and via telephone, while ensuring service level agreements are consistently met.

This is a hands?on role that offers variety, responsibility and the opportunity to work across multiple sites and technologies, supporting both day?to?day operations and wider IT projects. It's an excellent opportunity for someone to grow their existing IT skills and develop within new areas.

Key Responsibilities

Respond to Service Desk tickets within agreed service delivery timeframes Act as an escalation point for technical faults, resolving issues or escalating where appropriate Diagnose, report and resolve software, hardware and network issues Liaise with third?party support providers to drive issues through to successful resolution Provide day?to?day support for core desktop services Manage Active Directory and Exchange user accounts Support and administer Microsoft 365, Azure AD and MDM solutions Deploy hardware, software packages and system updates Support joiners, movers and leavers, including equipment, access and permissions Maintain and update technical documentation Assist with IT projects and team activities as required Support on?call rota requirements Travel to other Draken Europe sites when necessary Undertake any other reasonable duties within your capability

What We're Looking For

Essential

Ideally

2 years' experience

in a 2nd line / desktop support role Strong working knowledge of

Windows 11

and

Microsoft 365

Experience with

Office 365 and Azure Active Directory

Working knowledge of

Windows Server 2019/2022

Good understanding of networking concepts and technologies Excellent problem?solving skills with a logical, methodical approach Strong written, verbal and interpersonal communication skills Ability to work independently and away from the core IT team Eligible to achieve

UK Security Clearance (UKSV)

Desirable

Microsoft or other relevant vendor certifications Experience working within a structured service delivery framework

Core Competencies

Customer?focused and service?oriented mindset Strong attention to detail Flexible and adaptable to change Team?oriented with a collaborative approach Excellent time management and organisational skills

Our employee values

Draken is committed to eliminating unlawful and unfair discrimination and we celebrate the differences that a diverse workforce brings. A range of perspective and talent supports our values and drives our success, with a mix of voices generating better discussions, business decisions and outcomes for all.

At all our sites internationally, every member of the Draken Europe team is accountable to ensure that we are all treated fairly and with respect.

We are also an Armed Forces friendly organisation, and as part of our commitment to the Armed Forces Covenant, welcome applications from veterans and services spouses and partners who met the criteria in our job specifications.

In line with our Disability Confident Commitments, we provide reasonable adjustments to facilitate our interview process, please liaise with us if any reasonable adjustments are required.

Job Types: Full-time, Permanent

Benefits:

Additional leave Canteen Casual dress Company pension Cycle to work scheme Enhanced maternity leave Free parking Gym membership Life insurance On-site parking Paid volunteer time Private dental insurance Private medical insurance Referral programme Sick pay
Work Location: In person