Support Analyst

In this role, you'll provide first- and second-line support across Elexon's systems and services, ensuring incidents, requests, and issues are managed efficiently and in line with service expectations. You'll play a key role in maintaining service stability, user satisfaction, and operational performance, working closely with internal teams, suppliers, and stakeholders.

This is a great opportunity to work in a fast-paced, technology-driven environment, supporting critical services that underpin the GB electricity market.

What you'll do:

• Provide 1st and 2nd line support, managing incidents, service requests, and user queries
• Log, prioritise, and resolve issues in line with SLAs and service management processes
• Perform incident, problem, and request management, escalating where required
• Work with technical teams and suppliers to troubleshoot and resolve system issues
• Maintain and update knowledge base articles and support documentation
• Monitor systems and services to ensure availability and performance standards are met
• Support user onboarding, access management, and system configuration tasks
• Contribute to root cause analysis and continuous improvement activities
• Assist with release support, testing, and change activities where required
• Provide clear communication to users and stakeholders on issue status and resolution

• Experience in a Support Analyst, Service Desk, or IT Support role
• Understanding of IT service management principles (ITIL)
• Experience managing incidents, service requests, and user support queries
• Strong problem-solving skills and ability to troubleshoot technical issues
• Good communication skills, with the ability to support both technical and non-technical users
• Ability to prioritise workload and manage multiple tasks in a fast-paced environment
• Experience working with ITSM tools (e.g. ServiceNow, Jira, or similar)
• Basic understanding of IT systems, applications, and infrastructure
• Experience in regulated environments or utilities sector (desirable)

• Salary - £45,000
• Excellent benefits including bonus, private medical insurance and generous pension scheme
• The opportunity to work within a thriving organisation which can support your growth and development
• We operate a hybrid working approach with 2 days in our London office

We believe a diverse and inclusive culture allows innovation and creativity to flourish. We are committed to continuously improving our culture for our colleagues and stakeholders. Through our hugely successful Diversity Forum, Mental Health First Aid network and regular programme of activities and events, we celebrate difference and recognise the value of employee wellbeing, which is a consistent outcome from annual employee surveys that we conduct. Likewise, as a community, we like to support each other, and all agree Elexon is a great place to work with a great workspace too! At Elexon, we want to: * Provide true equality of opportunity * Attract and retain diverse talent * Listen to all voices * Be representative of the communities we work in * Be a role model for Diversity and Inclusion in the industry Elexon together, embracing differences, listening to all voices Ready to make an impact? Join us and help shape the future of energy services.