Service Desk Analyst

National Grid; Devon and Torbay; Hybrid; GBP 30,000; Full time

Job summary

National Grid plc is seeking a Service Desk Analyst to join their hybrid team based in Plymouth. The role involves supporting users with IT issues, collaborating with colleagues, and requires excellent communication skills. A competitive salary starting at £30,000 is offered, along with a bonus and flexible benefits.

Benefits

Bonus up to 12% for stretch performance

Competitive contributory pension scheme

Flexible benefits

Qualifications

• Experience in enterprise IT support.
• Familiarity with ticketing systems.
• Willingness to complete BS7858 security screening.

Responsibilities

• Field incoming help requests via phone, email, and ticketing system.
• Resolve IT Service Desk incidents and service requests.
• Provide first call resolution.

Skills

Strong prioritisation and organisational skills

Excellent communication

Problem-solving skills

Empathy in customer interactions

Basic understanding of ITIL principles

Education

CompTIA A+ Certification

ITIL 4 Foundation Certification

Job description

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At National Grid, our commitment to a cleaner, greener energy future is powered by the dedication and ingenuity of our people. Join our team as aService Desk Analystand be a part of something bigger where your unique skills and passions can make a real difference. Together, we are superpowered.

National Grid is hiring a Service Deks Analyst on a permanent basis. The location will be based from our Plymouth office - Hybrid policy

Job Purpose

We are currently recruiting Service Desk Analyst based in Plymouth. In this role, you will assist users in resolving issues related to computer hardware and software by assessing problems and implementing solutions. You will collaborate closely with other IT colleagues to provide support on tasks that may extend beyond your expertise. Reporting to the Service Desk Lead Analyst, you will work alongside fellow Service Desk Analysts to deliver seamless first-line support.

The position may require travel to various company sites, so a driving licence is preferable. As part of our hybrid working approach, this role allows for a mix of office and home working after the completion of initial training, subject to business requirements.

What you'll do

• Field incoming help requests via phone, email, and ticketing system.
• Resolve IT Service Desk incidents and service requests according to documented procedures within agreed service levels.
• Provide first call resolution where possible.
• Escalate incidents and service requests to other teams as appropriate.
• Create, edit, and maintain user documentation detailing common issues and their resolutions.
• Maintain accurate asset and service records.
• Undertake any other duties necessary to ensure the smooth running of the business/function.

About you

• Strong prioritisation and organisational skills to meet tight deadlines.
• Excellent communication and empathy in customer interactions.
• Knowledge of IT software and hardware, with a basic understanding of ITIL principles.
• CompTIA A+ and ITIL 4 Foundation certifications are a plus.
• Experience in enterprise IT support and familiarity with ticketing systems.
• A valid driving licence is preferred for potential travel.
• Willingness to complete a BS7858 security screening if offered a position.
• Proactive, eager to learn, and committed to helping others.
• Strong problem-solving skills and critical thinking under pressure.
• A collaborative team player with a customer-focused approach.
• Adaptable and open to feedback, continuously seeking improvement.

What you'll get

A competitive salary circa £30,000 – dependent on capability

As well as your base salary, you will receive a bonus of up to 12% of your salary for stretch performance and a competitive contributory pension scheme where we will double match your contribution to a maximum company contribution of 12%. You will also have access to a number of flexible benefits such as a share incentive plan, salary sacrifice car and technology schemes, support via employee assistance lines and matched charity giving to name a few.

More Information

The closing date for this vacancy is 11th June. However, we encourage candidates to submit their applications as early as possible and not to wait until the published closing date. National Grid’s recruitment periods can and may vary. We reserve the right to remove this advert or close it to further applications at any point during the recruitment process.

We welcome passionate individuals interested in starting a career in IT with strong customer service skills. If you are committed to providing exceptional service, we encourage you to apply.

DE & I statement

At National Grid, we work towards the highest standards in everything we do, including how we support, value and develop our people. Our aim is to encourage and support employees to thrive and be the best they can be. We celebrate the difference people can bring into our organisation, and welcome and encourage applicants with diverse experiences and backgrounds, and offer flexible and tailored support, at home and in the office.
Our goal is to drive, develop and operate our business in a way that results in a more inclusive culture. All employment is decided on the basis of qualifications, the innovation from diverse teams & perspectives and business need. We are committed to building a workforce so we can represent the communities we serve and have a working environment in which each individual feels valued, respected, fairly treated, and able to reach their full potential.