Service Desk Analyst at South West Water

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 Procedure • Implement 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 efficiently • Resolve incidents and service requests within defined SLAs, continuously identifying and implementing opportunities for process improvement and optimisation of service delivery • Provide 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 assurances • Escalate complex incidents and service requests to appropriate internal IT teams (2nd and 3rd line) for resolution, ensuring thorough documentation and communication throughout the escalation process • Proactively identify potential service impacts and escalate to the Service Desk Manager to prevent service disruptions and maintain high levels of customer satisfaction • Develop and maintain self-help IT support materials, including knowledge base articles, FAQs, and instructional videos, to empower users and reduce support demand • Maintain effective communication with colleagues across various departments, including senior executives and non-technical staff, via phone, email, and the ITOnline self-serve portal • Collaborate with IT Service Desk team members on a rota basis to ensure continuous coverage during operational hours, Monday to Friday 8am to 5pm • Support 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 role • Relevant certifications such as CompTIA A+, Network+, Security+, ITIL, or Microsoft Certified Professional (MCP) are highly desirable • Strong technical knowledge of Windows operating systems, Microsoft Office Suite, and networking concepts, including TCP/IP, DNS, DHCP, and VPN technologies • Experience in managing and maintaining hardware, such as desktops, laptops, printers, and mobile devices • Proficiency in remote support techniques and tools for diagnosing and resolving issues for remote users • Solid understanding of IAM concepts, processes, and tools, with familiarity with assigning and managing basic Role-Based Access Control "RBAC" roles • Excellent communication skills with a friendly approach to problem solving • A self-motivated individual who has the ability to work using their own initiative as well as work well in a team • Strong 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 environments • Comprehensive 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 holidays • Localised incentives and weekly recognition • Subsidised on-site Costa • Coaching, training and development opportunities • Buy or sell annual leave to offer you extra flexibility • Buy a bike and safety equipment tax-free, through our Cycle to Work scheme • We offer free car parking at the majority of our sites • Take up to 26 weeks’ additional maternity leave • Share your parental leave and split your time off to care for your child how you choose • Invest in Pennon Group plc through our employee share schemes • We support our people by offering a free, confidential Employee Assistance Programme • Look after your wellbeing with our Champion Health support platform • Enjoy free eye tests and discounts on frames and lenses at Specsavers • Enjoy access to thousands of deals and discounts on supermarkets, high street shops, online retailers, travel, eating out, cinemas, gyms and much more though Perkbox • A range of group discounts: The Dell Advantage Programme, Virgin Media Affinity Scheme, Vodaphone Advantage and more • A discretionary Bonus • Competitive 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.