IT Service Desk Analyst

Energy Assets Ltd; Brighton; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading firm in the energy sector is seeking an IT Service Desk Analyst to join their team in Brighton. This role involves providing 2nd Line Support, troubleshooting IT issues, and maintaining the IT Service Desk system. Candidates should have a solid understanding of MS SQL, experience with Salesforce, and strong communication skills. The position offers hybrid working opportunities and fosters a collaborative culture focused on continuous improvement and professional development.

Benefits

Opportunities for professional development

Collaborative team culture

Qualifications

• 2+ years experience in IT Service Desk operations role required.
• Experience with SQL scripts for database management.
• Ability to communicate effectively to non-technical audiences.

Responsibilities

• Use a Service Desk Ticketing solution to update end users.
• Work with helpdesk team leader to deliver outstanding service.
• Participate in out of hours support as required.

Skills

MS Office applications

Salesforce platform

SQL databases

Problem-solving

Effective communication

Education

Certification in a relevant discipline

Tools

Jira Service Desk

Azure for user management

Job description

We are seeking a highly skilled and motivated IT Service Desk Analyst to join our technology team within the energy sector. The role will be within the IT Department. This is a 2nd Line Support role with responsibility for providing technical support to the business and maintaining the IT Service desk system. There may be a need at times to cover 1st Support. This role will require technical skills in MS SQL queries and analytical skills to resolve tickets in relation to many IT systems.

The IT Service Desk will work closely with cross-functional teams to ensure business operations are maintained.

Key Responsibilities

• Ability to use a Service Desk Ticketing solution to communicate and provide updates to end users.
• Working closely with the helpdesk team leader to deliver outstanding service to our service users.
• Jira Service Desk knowledge would be advantageous.
• Ability to prioritise and work within defined SLA’s.
• Participate in providing out of hours support when required.
• Ensure resolution is kept in-line with Information Security requirements.
• Ability to work autonomously or as part of a team, through a list of tickets, tasks and issues prioritising as needed.
• Ability to carry out troubleshooting, researching, and resolving complex information system problems.

Required Skills & Experience

• Excellent understanding of MS Office applications.
• Good knowledge and experience working with the Salesforce platform.
• Experience of user management with Azure and other applications.
• Knowledge of SQL databases, and use of transactional SQL scripts.
• Good problem‑solving ability.
• Possess excellent and effective communication skills with the ability to communicate clearly to non‑technical audiences.
• 2 or more years’ experience working in an IT Service Desk operations role.

Preferred Qualifications

• Certification in a relevant discipline is desired.

Work Environment & Culture

• Office‑based role with hybrid working options.
• Collaborative and inclusive team culture focused on stability and continuous improvement.
• Opportunities for professional development through certifications, training programs, and industry conferences.