1st Line IS Service Desk Analyst

at  Centrica

We are Centrica! We’re so much more than an energy company. We’re a family of brands revolutionising a cleaner, greener future. Working here is #MoreThanACareer - we’re powered by purpose. Together we can make an impact that will truly change tomorrow. Whether you’re developing cutting-edge green tech, helping customers on the front line or simplifying operations behind the scenes.
Your work here isn’t just a job – it’s a mission. We all play a vital role in energising a greener, fairer future.

PH Jones have an exciting opportunity for a 1st Line IS Service Desk Analyst to join our Infrastructure Services Department.

• £25,046 per annum
• Full time, Permanent / 40 hours per week
• Location: Vanguard House, Warrington. Monday to Friday
• Company Benefits
• Employee Energy Allowance and discount on HIVE products

Working as part of the PH Jones IS Department, the 1st Line IS Service Desk Analyst will provide first and some second line technical support to internal colleagues. Most of the support is over the phone with occasional on-site presence needed (e.g., office moves). There is also a range of administration duties within this role. Base location is Runcorn, so you must live within a reasonable commutable distance and supporting users here and as well as remote users at other offices and home workers. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis, and resolution of problems, which may range from straightforward to more complicated technical issues.

WORK EXPERIENCE & FUNCTIONAL/TECHNICAL SKILLS

• Existing strong experience and knowledge of the PH Jones business desirable
• Knowledge of Pilot and Navision (PH Jones applications) environments is desirable
• Incident Management experience preferable
• Managing incidents including business expectations and communication
• Enhanced User & Security Group Active Directory administration knowledge desirable
• Strong knowledge of Microsoft based operating systems with emphasis on Windows and Office

AT CENTRICA WE EMBRACE DIVERSITY AND ACTIVELY SEEK TO ATTRACT INDIVIDUALS WITH UNIQUE BACKGROUNDS AND PERSPECTIVES. TO BUILD A MORE SUSTAINABLE FUTURE, WE NEED THE BEST TEAM – A TEAM WITH A DIVERSE MIX OF PEOPLE AND SKILLS, WHERE EVERYONE FEELS WELCOME AND ABLE TO SUCCEED. WE ARE DEDICATED IN HELPING TO CLOSE THE DIVERSITY GAP AND WOULD LOVE TO SEE MORE FEMALES, PEOPLE OF COLOUR AND LGBTQ+ EMPLOYEES, AS WELL AS THOSE FROM A VARIETY OF CULTURES AND ETHNICITY TO VETERANS AND THE DIFFERENTLY ABLED. SUPPORTING DIVERSITY AND INCLUSION IS A BIG PART OF WHO WE ARE, WE ARE NOT LOOKING FOR PEOPLE TO FIT INTO OUR CULTURE BUT TO ADD TO IT!

PLEASE APPLY ONLINE by hitting the ‘Apply’ button.
Applications will ONLY be accepted via the ‘Apply’ button.
This role is being handled by the Centrica recruitment team and NO agency contact is required

1ST LINE KEY RESPONSIBILITIES

• Act as a single point of contact for phone calls and emails from colleagues regarding IT issues and queries
• Receive, log, and manage calls from internal staff via telephone and email
• Represent the PH Jones IS team
• Maintaining an Asset Database and track changes
• Support technologies, including SharePoint and Teams
• Troubleshooting of IS related problems from in-house software to hardware, such as Mobiles, Laptops, PCs, Printers, and ID Badges.
• Contributing to and assisting in the creation of a knowledge base for recurring issues.
• Identifying and escalating emerging trends.
• Basic networking knowledge for troubleshooting (ip addresses, gateways, basic terms such as DNS, DHCP, PING).
• Troubleshoot basic network issues such as ADSL broadband issues
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• Maintain a high degree of customer service for all support queries and adhere to all service management principles
• Provide basic in-house training in MS Office 365 applications used within the company (Word, Excel, Outlook, PowerPoint)
• Provide stats for the weekly Service Desk report on call trends
• Publishing support documentation to assist staff with requests for information & provide staff training if required
• Basic Active Directory knowledge: Creating user accounts, reset passwords, create groups etc.
• Arranges external technical support where problems cannot be resolved in house e.g., such as Fujitsu
• Occasional travel to other PH Jones and Centrica offices

EDUCATION AND CERTIFICATIONS REQUIRED TO PERFORM THE ROLE

• An ITIL qualification is preferable but not essential
• MCP certification would be desirable

KEY COMPETENCIES/CORE CAPABILITIES REQUIRED TO PERFORM THE ROLE

• Customer Focus: build relationships with customers/colleagues and through listening, understand their real needs
• Simplicity: never use jargon when speaking to customers/colleagues
• Prioritisation: use data and insight to support decision making around what is a priority
• Resilience: focus on and put energy into the things that you can control and influence and support
• Trust: communicate openly and honestly with customers, even if it’s not an easy message to deliver
• Relationship building: solve problems by working collectively with others
• Developing Others: make time and give priority to developing others, regularly share knowledge and expertise with colleagues across different teams and areas of the business