IT Support Analyst

THE ROLE

The IT Support Analyst is the first global point of contact for Digital Technology support requests and incidents. The role exists to ensure smooth day to day operation of the Service Desk and wider infrastructure through effective triage, communication, and customer service. This position supports multiple geographies and plays a crucial role in maintaining high service availability, excellent user experience, and efficient resolution of technical issues.

KEY RESPONSIBILITIES

Service Desk Operations:

• Serve as the initial point of contact for all TDS support requests and issues.
• Provide remote technical support for multiple global geographies.
• Deliver Service Desk coverage via Teams, phone, and email channels.
• Log and document incidents and service requests in an ITIL based ITSM ticketing system.
• Coordinate assignment of tickets, prioritisation, job schedules, and user notifications.
• Maintain accurate records of activity, resolutions, and follow up actions.

Communication & User Support:

• Provide clear, professional communication to users at all times.
• Offer outstanding telephone and customer service.
• Update users proactively on progress and expected resolution times.

Reporting & Continuous Improvement:

• Generate and share regular operational activity reports with management.
• Participate in identifying process improvements and service enhancement opportunities.

SKILLS & COMPETENCIES

To be successful in this role, you will demonstrate:

• Strong time management and prioritisation skills.
• Excellent interpersonal and communication skills (written and verbal).
• Ability to remain articulate, warm, and engaging in all user interactions.
• Flexibility and willingness to support new tasks or evolving business needs.
• Critical thinking and problem solving skills.
• Outstanding customer service mindset.
• Delivery focused approach with ability to work at pace.
• Keen interest in IT and continuous learning.

EXPERIENCE & QUALIFICATIONS 

• Previous experience in an IT Service Desk or Client Services role is a plus.
• Fundamental understanding of PC hardware, software, and troubleshooting.
• Familiarity with Active Directory, Cloud Services or related technologies desirable.
• English language proficiency required.
• Eligibility to work in the country of employment.
• MS Office applications (Word, Excel, Outlook, PowerPoint, Access).
• Basic understanding of IT principles, networking concepts, and user support.

WHAT WE OFFER

• 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 Milan office at least three times a week, but you will normally be able to work remotely for the remainder of the week
• Annual discretionary bonus.

HOW TO APPLY

If you are interested in this opportunity, please follow the link to apply or send your application to careers@nextenergygroup.com. If you have been shortlisted for the next stage, we will be in contact within 14 days. 

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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.

We are committed to equal employment and advancement opportunity irrespective of race, color, ancestry, social background, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability and gender identity.

ABOUT US

NextEnergy Group was founded in 2007 to become a leading market participant in the international solar sector.  Since its inception, it has been active in the development, construction, and ownership of solar assets across multiple jurisdictions.  NextEnergy Group operates via its three business units: NextEnergy Capital (Investment Management), WiseEnergy (Operating Asset Management), and Starlight (Asset Development). 

NextEnergy Capital manages the Group's investment activities and has invested in over 520 solar plants, exceeding 2GW in capacity across its institutional funds.

• NextEnergy Solar Fund (NESF): Listed on the London Stock Exchange, NESF manages 102 solar and energy storage assets in the UK and Italy, with a total installed capacity of 983MW and a gross asset value of £1,014m.
• NextPower II (NPII): A private fund of 105 solar plants (149MW) focused on Italy, successfully divested in January 2022, delivering net IRRs exceeding its 10-12% target.
• NextPower III ESG (NPIII ESG): A private fund targeting solar infrastructure in OECD countries (e.g., US, Spain, Italy), with $896m raised, exceeding its $750m target.
• NextPower UK ESG (NPUK ESG): A private fund dedicated to new-build solar plants in the UK, with ~£600m raised.
• NextPower V ESG (NPV ESG): A private OECD solar fund investing in solar and adjacent technologies like battery storage. To date, it has raised $745m, targeting $1.5bn ($2bn ceiling).

WiseEnergy® is NextEnergy Group’s operating asset manager.  WiseEnergy is a leading specialist operating asset manager in the solar sector.  Since its founding, WiseEnergy has provided solar asset management, monitoring, technical due diligence and under construction services to over 1,500 utility-scale solar power plants with an installed total capacity in excess of 3.4 GW.  WiseEnergy clients comprise leading banks and equity financiers in the energy and infrastructure sector.  

Starlight is NextEnergy Group’s development company that is active in the development phase of solar projects.  It has developed over 100 utility-scale projects internationally and continues to progress a large pipeline of c.10GW of both green and brownfield project developments across global geographies. 

NextSTEP is the venture capital fund of NextEnergy Group, dedicated to investing in innovative startups in the field of environmental sustainability. The fund primarily focuses on investments in Italy and the United Kingdom but also extends its reach to the rest of Europe and the United States, targeting startups in the pre-seed and seed stages. NextSTEP pays particular attention to emerging entities from incubators, startup accelerators, universities, and research centers, supporting projects that address global challenges in crucial areas such as Climate Change, Energy Transition, CO2 Capture and Sequestration, Circular Economy, Sustainable Cities, Sustainable Mobility, Sustainable Fashion, Waste Management, Water and much more. 

NextEnergy Foundation is a non-profit organisation founded in 2016 by the NextEnergy Group that operates internationally and whose mission is to proactively participate in the global effort to reduce carbon emissions by providing clean energy sources in regions where they are not yet available and thereby contributing to poverty reduction. As the main sponsor of this foundation, the NextEnergy Group donates at least 5% of its consolidated net profits each year. The NextEnergy Foundation has no overhead costs and therefore 100% of the funds raised go to donations for the various projects. Since 2016, in 8 years of operation the foundation has donated more than £1.2 million, supporting over 30 projects in 27 different countries around the world.