IT Support Analyst - 2nd line in Livingston

We are seeking a highly skilled and motivated IT Service Desk Analyst to join our 2nd Line Support team within the IT Department. You will be responsible for providing technical support to the business and maintaining related IT Service desk tickets. 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 works closely with cross‑functional teams to ensure business operations are maintained.

Minimum Skill requirements

• Excellent understanding of MS Office applications including an excellent working knowledge of Excel to analyse data
• Knowledge of SQL databases, and use of Transactional SQL scripts to analyse data and update as required
• Good problem solving ability

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 part of a team, through a list of tickets, tasks, issues prioritising as needed.
• Ability to carry out troubleshooting, researching, and resolving of complex information system problems.

Required Skills & Experience

• Good Knowledge and experience working with the Salesforce platform.
• Experience of user management with Azure and other applications.
• Possess excellent and effective communications 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 relevant discipline is desired.

Work Environment & Culture

• Office based role in either our Livingston or Sheffield locations, with hybrid working options available once probation completed.
• Collaborative and inclusive team culture focused on stability and continuous improvement.
• Opportunities for professional development through certifications, training programs, and industry conferences.

What’s in it for you?

• Competitive compensation package – you’ll receive a competitive salary starting of £28 – £32k, plus the opportunity to receive an annual performance based bonus.
• Work life balance – you’ll benefit from 30 days holiday, which increases each year to a maximum of 35 days.
• Critical injury scheme – we take safety at work very seriously. There are high levels of risk mitigation in place to keep everyone safe and we take pride in the fact our safety statistics are excellent.
• Down to earth and welcoming culture – you’ll be part of a friendly, welcoming, and diverse team who are really looking forward to receiving the next intake of new starts.
• Future career opportunity – as we’re a large organisation covering end‑to‑end, meter‑to‑main solutions – there’s lots of opportunity to grow and progress your future utilities career further.

About us

Established in 2005, we’re a leading, nationwide, utilities infrastructure business, providing innovative metering and data services, future‑proofed network construction and ownership solutions, and low carbon service offerings. We partner with major energy suppliers and utility constructors to deliver our services to the UK's most prestigious brands and public sector institutions. We’re committed to inclusivity and welcome applicants from all walks of life who are legally eligible to work in the UK.