THE ROLE
The Digital Service Support Analyst is the first point of contact for IT incidents and service requests, providing first‑ and second‑line support to colleagues and supporting the smooth operation of IT, Audio Visual (AV), and network infrastructure. The role safeguards business continuity and user productivity by troubleshooting issues, maintaining core systems, and delivering a high standard of customer service across a global business.
You will work closely with Operations & Infrastructure, Design & Engineering, and Data & AI teams to support enterprise platforms including Microsoft Azure, M365, Snowflake, NetSuite, Anaplan, and associated integrations.
KEY RESPONSIBILITIES
Service & Support- Monitor and triage ITSM (Freshdesk) tickets; own incidents and service requests through to resolution.
- Provide first‑ and second‑line support to staff; occasional out‑of‑hours/holiday cover as needed.
- Deliver remote support to other geographies; act as the local hands‑on resource for the Italy office.
- Onboard and offboard employees; configure workstations, install applications, and set up mobile devices and peripherals.
- Maintain asset records (hardware/software) and ensure device hygiene (patching, updates, anti‑malware).
- Administer local/global networks (WAN/LAN/Wi‑Fi); troubleshoot connectivity and performance issues.
- Support telephony, door‑access, and CCTV systems; ensure appropriate physical/virtual access controls are in place.
- Execute low‑level file/folder management, data migrations, and backup monitoring; escalate where required.
- Assist with regular software/hardware upgrades and general system maintenance; contribute to change/control procedures.
- Maintain ticket documentation and knowledge base articles; support content change requests (e.g., internal sites).
- Follow Group policies and standards; uphold confidentiality and discretion at all times.
DIVERSITY AND INCLUSION
Our approach to diversity and inclusion is a natural extension of our values. Our entrepreneurial culture inspires us to try new things, be open to different viewpoints and be bold. Our Group is committed to cultivating and preserving a culture of connectedness that values difference and gives space for individual expression. The collective sum of our individual differences, life experiences, knowledge, innovation, self-expression, and talent and hard work form the bedrock of who we are and who we aspire to be.
WHAT WE OFFER
- A market-competitive salary, with additional benefits
- A busy role in a supportive team, with plenty of opportunities to learn
- International scope – we operate in over 8 countries
- Hybrid working – we will need you in the central London office at least twice a week, but you will normally be able to work remotely for the remainder of the week
- Annual discretionary bonus
SKILLS & COMPETENCIES
To be successful in this role, you will demonstrate:
- Customer focus & communication: Clear, empathetic support in person, on calls, and in writing.
- Time management & prioritisation: Ability to manage workload in a fast‑paced environment.
- Problem-solving: Structured diagnosis, root‑cause analysis, and effective resolution.
- Collaboration & flexibility: Comfortable working across teams and taking on new tasks.
- Continuous learning: Intellectual curiosity and willingness to improve tools, processes, and user experience.
- Data/IT literacy: Competent with IT systems and data handling (including intermediate Excel).
- Passion for sustainability and alignment with NextEnergy Group values.
EXPERIENCE & QUALIFICATIONS
- Prior experience in an office-based IT support role (1st/2nd line) within a global or multisite context.
- Familiarity with Azure/Active Directory, Microsoft 365, basic networking, and endpoint management; Linux exposure desirable.
- Working knowledge of IT service management tools (e.g., Freshdesk) and standard ITIL practices.
- Good written and spoken English; Italian language skills required for local support.
- The right to work in the country where based (UK)
