IT Service Desk Analyst

In this role, you’ll provide 1st and 2nd line IT support across Elexon, ensuring colleagues receive a high-quality, responsive IT service. You’ll support end-user devices, Microsoft 365 services, identity management, and operational processes while working closely with third-line engineers and suppliers to resolve issues and continuously improve the user experience.

This is an excellent opportunity for someone looking to build their career across Microsoft 365, cloud technologies, endpoint management, and IT Operations within a modern technology environment.

What you’ll do:

• Provide 1st and 2nd line IT support for end users across deskside and remote environments
• Support and administer Microsoft 365, including Exchange Online, Teams, Entra ID, Intune, Defender, licensing, and mailbox management
• Build, configure, deploy, and decommission laptops and end-user devices
• Manage user accounts and access for starters, movers, and leavers
• Troubleshoot hardware, software, Microsoft 365, and connectivity issues
• Perform routine operational checks and support service desk reporting
• Work closely with third-line engineers and suppliers to resolve incidents and support service improvements
• Maintain accurate documentation, knowledge articles, and Local Working Instructions (LWIs)
• Contribute to improving service quality, processes, and the end-user experience
• Participate in out-of-hours support when required

• Experience providing 1st and 2nd line IT support within a Service Desk or End User Computing environment
• Strong knowledge of Microsoft 365 administration, including Exchange Online, Teams, Entra ID, and Intune
• Experience building, deploying, and supporting laptops and mobile devices
• Strong troubleshooting and fault-finding skills across hardware, software, and Microsoft technologies
• Experience managing user accounts, permissions, and access controls
• Excellent customer service and stakeholder communication skills
• Experience working with IT ticketing systems and managing incidents and service requests
• Ability to prioritise workload and work effectively in a fast-paced support environment
• Knowledge of ITIL service management principles (desirable)
• Experience with PowerShell, Microsoft Teams Rooms, AV technology, networking fundamentals, or Microsoft Azure (desirable)

• £40,000
• 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