Service Desk Analyst

  • Chippenham, UK
  • Dec 12, 2018
Full time Information Technology

Job Description

Salary: Competitive + excellent benefits

About us

Changing the world is no easy task. But in 1999 that’s exactly what Good Energy set out to do. Its purpose is to enable people, in their homes and their businesses, to play an important role in combatting climate change, by providing households and businesses access to locally sourced 100% renewable energy. Fast forward to today, and the business is now a key player in the renewable energy space, and despite challenging market conditions has continued to grow profitably over the past 5 years.

The business has recently reviewed its longer term strategy and is now poised to take a leap forwards, focused on a transformational growth agenda which delivers long term value for its customers, shareholders and people. This will enable the achievement of its purpose; powering the choice for customers, of a cleaner greener future. The Good Energy team is currently around 300 people strong and is based in the market town of Chippenham, Wiltshire.

About the function and role

As a Service Desk Analyst, you will be part of the IT team, within the IT & Digital Department. The IT & Digital Department is responsible for supporting the Business with all of their Change\IT & Digital requirements, enabling growth whilst ensuring reliable and efficient day to day system operations.

The core responsibility of the post is to manage the resolution of Service Desk tickets and support the Senior Service Desk Analyst. The successful candidate will be expected to provide 1st line support, but continually break out of their comfort zone, to enable a development track into 2nd and 3rd line support. 

The successful candidate will require a passion for excellent customer service and be comfortable communicating with colleagues across Good Energy, to gain the information necessary to resolve issues and to communicate progress on fixes. The successful candidate will also be responsible for contributing to the creation and continual improvement of service desk documentation; such as processes, Knowledge Articles, FAQs, etc. 

About you

The role will require a proven service desk analyst who is a flexible self-starter, capable of working in a small but highly demanding and productive team environment. The role requires the ability to communicate and work with a variety of people from every area of the business. Meticulous attention to detail and accurate record keeping is essential.

You will be an effective communicator with a focus on customer service and be pro-active in all communications with customers. Comfortable communicating with colleagues at all levels within Good Energy; you will be able to gain the information necessary to resolve issues and to communicate progress on fixes in a timely manner.

In addition, you will also be responsible for contributing to the creation and continual improvement of service desk documentation; such as processes, guides, FAQs, SLA’s and wider communications to customers etc. 

Behaviours - Works in a way which role models our values: 


We are straightforward in how we communicate with each other and get things done.


We are determined and resilient, overcoming challenges to realise our purpose together.


We value people’s differences and recognise the strength they give us when we work together.


In fulfilling our purpose, we aim to balance fairly the needs of our people with those of our customers, our shareholders and our futureholders.

In addition to a competitive salary we also offer a wide range of benefits. Our office in Chippenham is very accessible; we are just a two minute walk from Chippenham train station and within easy reach of surrounding towns and communities.

So if you’d like to be part of this multi award winning, innovative and fast growing ethical energy business, we’d love to hear from you. 

Please send a copy of your CV and a covering letter stating your experience and suitability for the role to

By applying for a job at Good Energy, you agree that we’ll process your details for the purpose of applying for this vacancy. We’ll have access to your personal information from your application and other materials you submit in support of your application. We’ll retain your personal information on our own systems to facilitate the administration of the recruitment process and we’ll share your application with the relevant hiring manager. We won’t share your information for marketing purposes or with any third parties without your expressed consent (if we decide to perform a psychometric test we’ll require additional consent for being able to profile your personal information). We’ll retain your information if you’re unsuccessful for 6 months unless requested not to at which point your data will be deleted.

Closing date: Tuesday 1st January 2018


Desktop Service and Support


Competitive + excellent benefits