Support Analyst

Elexon Ltd; Greater London; On-site; GBP 41,000 - 50,000; Full time

Benefits offered by this job

Bonus

Private medical insurance

Generous pension scheme

Hybrid working in London office

Job summary

Elexon is hiring a Support Analyst in London to provide 1st and 2nd line IT support, handling incidents, requests, and user queries. You will help maintain service stability and performance within a technology-driven environment for the GB electricity market.

The role is permanent and full-time, with hybrid working in London and a comprehensive benefits package including bonus, private medical insurance, and a generous pension scheme.

Qualifications

• Experience in a Support Analyst, Service Desk, or IT Support role.
• Understanding of ITIL practices and service management.
• Experience managing incidents, service requests, and user support queries.
• Strong problem-solving and troubleshooting abilities.
• Good communication skills for technical and non-technical users.
• Ability to prioritise workload in a fast-paced environment.
• Experience with ITSM tools such as ServiceNow or Jira.
• Basic understanding of IT systems, applications, and infrastructure.
• Desirable: experience in regulated environments or utilities sector.

Responsibilities

• 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.
• Collaborate with technical teams and suppliers to troubleshoot system issues.
• Maintain and update knowledge base articles and support documentation.
• Monitor systems to ensure availability and performance standards.
• Assist with user onboarding, access management, and configuration tasks.
• Contribute to root cause analysis and continuous improvement activities.
• Support release, testing, and change activities where required.
• Provide clear communication to users and stakeholders on status and resolution.

Skills

ITIL knowledge

Incident management

Troubleshooting

Documentation

Communication skills

Prioritisation

Tools

ServiceNow

Jira

Job description

Location: London Employment: Permanent, full-time Salary: GBP 45000 Posted Date: 17 Aug 2026 Closing Date: 24 Aug 2026

Join Elexon as a Support Analyst: deliver 1st and 2nd line support, solve issues, and improve critical energy services in an inclusive team with excellent benefits.

We’re looking for a Support Analyst to join the Technology function at Elexon on a permanent basis.

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

What you’ll bring:

• 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)

What’s in it for you:

• 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

Our culture

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 voic es

Ready to make an impact? Join us and help shape the future of energy services.