About Lightsource bp

Lightsource bp is a global leader in the development and management of solar energy projects. We are a 50:50 joint venture with bp with a mission to help drive the world’s transition to low carbon energy.

With solar set to increase tenfold in the next 20 years, we are well-positioned to capitalize on this growth. By joining the Lightsource bp team, you will ‘be the change’ on the world’s energy transition to a more sustainable future.

We pride ourselves on our entrepreneurial spirit as we continue to push the boundaries of an ever-changing energy landscape. By choosing a career with us, you can expect a challenging and fulfilling role surrounded by people who are passionate and have brilliant ideas about sustainable technology, innovation and making the world a better place.

Purpose of the role

The IT Support analyst is responsible for delivering end-to-end support in accordance with IT service level agreements. By partnering with end-users and technology groups. The Support Analyst ensures all incidents are analysed, resolved, and reported back within the promised timeframes. 

This will involve working with their local office as well as Lightsource bp international offices. The successful candidate will work closely with the Group IT to provide a follow the sun service.

Duties and Responsibilities

• Provide first line helpdesk service, support and advice to users on hardware and software issues.
• Maintaining documentation of existing systems.
• Asset management.
• Working to Standard Operating Procedures (SOP’s).
• Research, install and configure new equipment and software.
• Troubleshoots and resolves IT issues via phone, web, and in-person channels.
• Any reasonable task.
• Managing stocks of equipment, consumables, and other supplies.
• Provide support and if needed travel to different regional based offices.
• Working closely with local and international end-users and the international IT teams.

PERSONAL SKILLS

Knowledge

• Experience using help desk ticketing software.
• Experience with incident troubleshooting and escalation.
• Familiarity with ITILv3 or related service delivery frameworks.
• Familiarity with Project Management, as a team member and SME.
• Microsoft Office 365.
• Network and Patching.
• Managing Printers.
• Mobile devices MDM.
• IP Telecoms.
• Windows Servers and Active Directory.
• Microsoft Intune and Autopilot.

General Skills/Attributes

• Business acumen.
• Strong customer service mind-set.
• Able to provide a high level of service to users.
• Flexible & “can do” attitude.
• Team player.
• Ability to prioritise.
• Good organisation and planning skills with a very high attention to detail.
• Able to communicate effectively with users and senior management.

Experience Required

• Experience in a similar role is essential.
• Windows 10/11 Installation & Configuration.
• Use and experience of IT ticketing system.
• Management of Microsoft Office based products.
• Office 365 Administration.
• Microsoft Outlook Web Access (OWA).
• Document Management Experience.
• Demonstrated ability to take the initiative and think creatively.

QUALIFICATIONS

Minimal Qualifications

• Excellent written and verbal communication skills.
• Understanding of common operating systems (especially Windows).
• Curiosity, a desire to solve technical problems.
• A desire to help people work more efficiently and effectively.
• 3 to 5 years in a service delivery / End User Computing role.
• 3 to 5 years of experience and demonstrated understanding and troubleshooting of common desktop applications (MS suite, mobile device OS as well as Mobile Device Management (MDM) platforms and features)

Preferred Qualifications

• ITILv3 or v4