At South West Water we believe that the strongest businesses are built on solid, stable foundations - with a vision and a culture that gives them the freedom to change, improve and innovate.
We’re proud to be responsible for providing reliable, efficient and high-quality drinking water and wastewater services for the beautiful South West area.
And we have huge ambitions.
Not only are we committed to reaching net-zero by 2030, but we’ve also partnered with Wildlife Trusts, National Parks and local partners to help ensure a better future for generations to come.
So, if you want to be part of a diverse team where opportunities flow and fresh ideas are welcomed, #JustAddWater.
We are pleased to announce an exciting opportunity for an experienced IT Service Desk Analyst to join our esteemed Service Desk team located in Exeter. This full-time, permanent position offers a competitive salary, starting from £28,000 with excellent benefits. The work schedule is Monday to Friday, 37 hours per week.
The ideal candidate will possess a proven track record in providing exceptional IT support, troubleshooting complex issues, and delivering an outstanding customer experience. As an IT Service Desk Analyst, you will play a pivotal role in leading the day-to-day operations of the Service Desk, providing first-line IT support to Pennon Group colleagues and Partners, ensuring the efficient use of their IT equipment and business applications.
What you'll be doing
An experienced IT Service Desk Analyst must possess a combination of technical expertise, problem-solving abilities, and excellent communication skills to efficiently manage and resolve complex issues. By continually enhancing their skills and collaborating with other IT professionals, they ensure the robust functionality and security of the organisation's IT infrastructure.Utilise ITIL-aligned support management processes and tools to log and categorise incidents, assess their impact, and assign appropriate priority levels according to IT Service Desk ProcedureImplement immediate corrective actions to contain or resolve issues directly, leveraging advanced technical skills to resolve 70-80% of incoming phone calls, IT Self-Serve Portal tickets, and walk-ins efficientlyResolve incidents and service requests within defined SLAs, continuously identifying and implementing opportunities for process improvement and optimisation of service deliveryProvide comprehensive Identity Management support services, ensuring all PC access requests are processed accurately and in line with agreed Information Security practices and processes, providing regular audit assurancesEscalate complex incidents and service requests to appropriate internal IT teams (2nd and 3rd line) for resolution, ensuring thorough documentation and communication throughout the escalation processProactively identify potential service impacts and escalate to the Service Desk Manager to prevent service disruptions and maintain high levels of customer satisfactionDevelop and maintain self-help IT support materials, including knowledge base articles, FAQs, and instructional videos, to empower users and reduce support demandMaintain effective communication with colleagues across various departments, including senior executives and non-technical staff, via phone, email, and the ITOnline self-serve portalCollaborate with IT Service Desk team members on a rota basis to ensure continuous coverage during operational hours, Monday to Friday 8am to 5pmSupport the broader IT Service Delivery team in various capacities, including project management, system integration, and vendor management, as needed
What we are looking for
Experience in an IT Service Desk or similar roleRelevant certifications such as CompTIA A+, Network+, Security+, ITIL, or Microsoft Certified Professional (MCP) are highly desirableStrong technical knowledge of Windows operating systems, Microsoft Office Suite, and networking concepts, including TCP/IP, DNS, DHCP, and VPN technologiesExperience in managing and maintaining hardware, such as desktops, laptops, printers, and mobile devicesProficiency in remote support techniques and tools for diagnosing and resolving issues for remote usersSolid understanding of IAM concepts, processes, and tools, with familiarity with assigning and managing basic Role-Based Access Control "RBAC" rolesExcellent communication skills with a friendly approach to problem solvingA self-motivated individual who has the ability to work using their own initiative as well as work well in a teamStrong organisational and time-management skills, with the ability to handle multiple priorities simultaneously, a strong work ethic, proven multitasking abilities, experience in organising and prioritising tickets, and adaptability to dynamic working environmentsComprehensive experience of working with ITSM processes and familiarity of various ITSM tools Excellent documentation skills, ensuring all incidents, requests, and changes are accurately recorded and updated. Creating knowledge base articles and user guides to support both users and team members
What's in in for you
At South West Water, we don’t all do the same job, but we each get out of bed in the morning knowing that every day is a chance to make incredible things happen, together. In return for our people’s hard work and commitment, we offer an excellent range of benefits:Generous holiday allowance plus bank holidaysLocalised incentives and weekly recognitionSubsidised on-site CostaCoaching, training and development opportunitiesBuy or sell annual leave to offer you extra flexibilityBuy a bike and safety equipment tax-free, through our Cycle to Work schemeWe offer free car parking at the majority of our sitesTake up to 26 weeks’ additional maternity leaveShare your parental leave and split your time off to care for your child how you chooseInvest in Pennon Group plc through our employee share schemesWe support our people by offering a free, confidential Employee Assistance ProgrammeLook after your wellbeing with our Champion Health support platformEnjoy free eye tests and discounts on frames and lenses at SpecsaversEnjoy access to thousands of deals and discounts on supermarkets, high street shops, online retailers, travel, eating out, cinemas, gyms and much more though PerkboxA range of group discounts: The Dell Advantage Programme, Virgin Media Affinity Scheme, Vodaphone Advantage and moreA discretionary BonusCompetitive Contributory Pension
If you are passionate about IT support and are ready to take on new challenges, we would love to hear from you! Please submit your resume and a cover letter detailing your relevant experience and why you are the perfect fit for this role.
Join us in shaping the future of IT support and delivering exceptional service to our valued employees. Apply now and be part of our success story!
Be yourself, we like it that way. Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness.
Our core values which are essential to our success are:
Be Rock Solid - Build trust and be trusted. Be the one we all look to and can depend on.
Be You - We want you to bring your best everyday. Be yourself and make your mark in your individual way.
Be the Future - Embrace change. Drive Progress. Own the challenge.
