IT Service Desk Analyst

IT Service Desk Analyst - (251704117)

Description

Job Title: IT Service Desk Analyst

Location: Houston, TX (Hybrid)

Who We Are

Just Energy is a consumer company focused on essential needs, including electricity and natural gas; health and well-being, such as water quality and filtration devices; and utility conservation, bringing energy efficient solutions and renewable energy options to consumers. Currently operating in the United States and Canada, Just Energy serves both residential and commercial customers. Just Energy is a subsidiary of IGS and is the parent company of Amigo Energy, Filter Group Inc., Hudson Energy, Interactive Energy Group, Tara Energy, and terrapass.

Job Summary:

The IT Service Desk Analyst is a proactive and detail-oriented professional responsible for providing Level I Help Desk support to global customers in a hybrid work environment. This role focuses on optimizing workflows, improving service desk processes, and participating in key projects such as ITSM/JIRA system implementations and automation initiatives. The analyst collaborates with cross-functional teams, analyzes support metrics, and contributes to continuous improvement efforts. Strong communication, documentation, and customer service skills are essential for ensuring high-quality support and successful adoption of new tools and technologies across the organization.

Responsibilities:

- Provide Level I Help Desk support for global customers, ensuring timely resolution of incidents and service requests.

- Collaborate with teammates using the “Buddy System” to deliver optimized customer service and share best practices.

- Administer and support cloud services (Salesforce, CRM platforms, ISIGMA, ERCOT Certificate Management).

- Administer and support mobile devices (iPhone, Android, hotspot devices).

- Actively contributes to the implementation of new JIRA ticket system, including requirements gathering, workflow design, testing, and user training.

- Work closely with project teams to integrate new tools, processes, and technologies into the service desk environment.

- Manage asset inventory across all Just Energy locations and proactively coordinate with hardware vendors for shipment requirements.

- Develop and optimize support workflows to improve efficiency, reduce resolution times, and enhance the end-user experience.

- Monitor and analyze support metrics to identify trends, recommend process improvements, and support continuous service improvement initiatives.

- Create KPI reports, dashboards, PowerPoint presentations, and knowledge base articles on service desk performance.

- Manage and prioritize outstanding service issues, providing clear communications on progress.

- Serve as a liaison between end users, technical teams, and management to communicate updates and ensure project goals are achieved.

- Maintain SLA and service support levels above 95%.

Requirements:

- Working knowledge on Azure Devops tool, Active directory, Intune, SCCM and Apple MDM Management.

- Working knowledge of JIRA service Management or similar tool.

- Ability to work in high pressure environments following standard operating procedures and policies.

- Creative problem-solving skills.

- Excellent customer service and organizational skills to support executives, department heads, supervisors, administrative personnel, engineers, and staff.

- Ability to explain technical concepts and procedures to non-technical users.

- Strong time management, communication, interpersonal, and documentation skills.

- Must be able to work during prearranged shifts.

- Ability to lift up-to 30 pounds.

Education:

- Computer Science degree preferred.

- General computer installation, maintenance, and repair experience, or an equivalent combination of education and experience sufficient to perform the essential duties.

Primary Location: US-TX-Houston

Work Locations: TX-Hou-Westheimer 5251 Westheimer Road Suite 1000 Houston 77056

Job: Information Technology

Organization: US

Schedule: Regular

Shift: Standard

Employee Status: Entry Level

Job Type: Full-time

Job Level: Day Job

Travel: No