Entry Level Service Request Analyst

Exeter, England / Technology / Fixed Term Contract

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Entry Level Service Request Analyst

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.

Are you eager to kickstart your career in IT support within a dynamic and customer-focused environment? Are you motivated to thrive in a role where attention to detail and organisation is the key to success?
We currently have a fantastic opportunity available for an enthusiastic and dedicated Entry Level Service Request Analyst to join our team based in Exeter. You will join us on a 3-month fixed term contract, and in return, you will receive a competitive salary of £24,116 per annum plus a range of excellent company benefits + rewards.

About the role:

As the Service Request Analyst, you will play a key role in delivering IT support services to Pennon Group employees, ensuring a seamless and customer-centric experience. You will work closely with the Senior Analyst and IT Support Team to build IT hardware and oversee the distribution of these resources to your Pennon Group colleagues and partners. Your responsibilities will include guiding users through their first logins and ensuring they are comfortable with their new devices.

In this role, you will also support your IT Service Desk colleagues by greeting visitors, addressing IT queries, and scheduling appointments with 2nd line support analysts. Your organisational skills will be crucial as you maintain the tidiness and orderliness of the IT build room and storeroom. Additionally, you will oversee the IT department's hardware scrapping process.

Your primary objective will be to uphold high levels of IT customer satisfaction by efficiently and professionally handling all service requests, placing our IT customers at the heart of the services we provide. 

What you’ll be doing:

  • Working with other members of the IT Service Delivery Team on a rota basis to ensure support services are resourced during operational hours, Monday to Friday 8am to 5pm
  • Ensuring the fulfilment of Service Requests are in accordance with agreed IT support processes, whilst adhering to service level agreements (SLAs)
  • Prioritising and managing workload effectively, managing multiple open Service Requests tickets simultaneously
  • Installing and maintaining hardware and computer peripherals
  • Installing and upgrading operating systems and computer software
  • Provide Identity Management support services, ensuring the resolution of PC access requests are fulfilled in accordance with agreed Information Security practices and processes, providing assurance to Audit functions that access is being granted accurately and responsibly
  • Maintain the Client Asset Management database in our Service Management tool, ServiceNow
  • Conduct end-user IT equipment handover sessions with new employees
  • Develop and update self-help IT support material
  • Effectively communicating with colleagues in the wider business, of all levels of seniority and IT proficiency by telephone, email and through our self-serve portal
  • Escalate any potential impacts to service to the Senior Analyst 
  • What we are looking for:

  • 5 GCSEs or equivalent (including Maths and English, minimum Grade C)
  • Experience with Windows 10 and Office 365
  • Good analysis and administration skills with excellent attention to detail
  • Demonstrate a strong Customer Service orientation, taking ownership to ensure the effective resolution of questions, requests and issues by the appropriate team
  • Excellent organisational skills with the ability to plan and prioritise work without supervision, managing workload effectively
  • Resilient with the ability to adapt to changing situations and reorganise tasks, people and priorities
  • Ability to follow Support Management processes and take responsibility to escalate where security could be compromised
  • Excellent written and verbal communication skills, including the ability to explain technology solutions in business terms 
  • What's in it 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
  • 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, Vodafone Advantage and more
  • A discretionary Bonus
  • Competitive Contributory Pension
  • Closing Date: Wednesday 24th July 2024

    If you are looking for a new challenge, please click apply now to be considered as our Entry Level Service Request Analyst - we look forward to receiving your application.

    Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process.

    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.

    Apply Now


    Can’t find what you’re looking for?

    We're always pleased to hear from talented people. So if you have any questions about the opportunities that we have available, or if there's anything else you'd like to know before you apply (or indeed during the application process), please don't hesitate to send your details to our Talent Acquisition Team.

    Make a speculative application