Service Desk Analyst

We are looking for a Service Desk Analyst to join our team based in Norwich. This is an office based role 9am to 5pm Mon to Friday although where required the need to support the Service Manger with the provision of out of hours activities such as serverupdates, customer software support and software release support for customers maybe required.

The purpose of the Service Desk Analyst (SDA) is to provide excellent customer service to both internal and external SNAP customers.

**Interested? As a Service Desk Analyst at Certas Energy you will receive**:

- Competitive salary
- Quarterly Bonus
- Brand discounts through Certas group scheme
- 20 Days holiday (excluding bank holidays)
- Buy, Sell, Carry Holiday scheme
- Life assurance scheme
- Pension scheme

**What we are looking for**
- Triage of incidents for prioritisation based on safety, financial and reputational implications
- Ensure development team are aware of issues in a timely fashion and work with them to resource and resolve
- Maintain and achieve agreed service availability
- Maintain and achieve incident and problem management to agreed SLAs
- Implement ITIL based best practice
- Communicate major incidents to internal and external stakeholders as appropriate
- Ensure all service tickets are closed down with appropriate resolution notes in place
- Monitor and reporting on Windows updates
- Ensure software licensing is in place
- Report open, honest and visibly, team performance
- Configuration management
- Process improvement
- Preparation of evidence and materials for group IT audit
- Business process support for internal users including invoicing and fuel card processing (critical functions)
- Build a trusting relationship with both Internal and External customers

**Company Information**

Certas Energy is the leading independent distributor of fuels and lubricants in the UK. With a national network of over 130 depots, over 900 tankers, more than 800 retail forecourts, fuel cards usable at over 2,000 sites, it is our 2,300 colleagues who keepour business moving each day. Our team is an essential part of the robust infrastructure that consistently and dependably delivers billions of litres of high-quality fuel and associated services to homes and businesses all over the UK each year.