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IT Service Desk Analyst

Exeter, England / Technology / Permanent full-time

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IT Service Desk 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.

We currently have an IT Service Desk Analyst position available for a motivated individual to join our team in Exeter. Joining us on a full-time, permanent basis, you will receive a competitive salary £25,518 - £29,120 per annum plus excellent benefits.

This is an excellent opportunity for a highly motivated individual looking to progress their IT career, working with over 100 experience IT professionals, many whom started their IT career on the Service Desk.

Reporting to the Service Desk Manager, you will accurately capture issues and exhaust all options for resolution at the first point of contact, demonstrating empathy and a genuine passion for delivering great IT support service to all of your 3,000 colleagues.
This position requires a great attitude, good communication, analytical, and problem solving skills to provide first level technical I support, as well as the ability to research, resolve and escalate IT issues when necessary.

Our service desk is open from Monday - Friday 8am - 5pm and you will be working alongside our other IT professionals within the service desk.

What you'll be doing:

  • Identify and carry out any immediate corrective action that can resolve or contain the issue directly. Using technical and problem-solving skills to resolve 70-80% of all incoming phone calls, tickets raised through our IT Self-Serve Portal and walk-ins to the Service Desk Effectively communicating with colleagues in the wider business, of all levels of seniority and IT proficiency by telephone, email and through our ITOnline self-serve portal
  • Log Incidents using ITIL aligned support management processes and tools to ascertain the impact to the user and applying the appropriate priority according to the IT Service Desk Procedure
  • Resolve Incidents and Service Requests according to the defined service level agreements (SLAs) and identify opportunities to support continual process improvement
  • 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
  • Building and configuring new IT hardware, including desktops, laptops, tablets and mobile phones
  • Agree next course of action with users, monitoring progress whilst keeping the users up to date with the latest progress in a timely, positive, enthusiastic, professional and courteous manner
  • When required, assign Incidents and Service Requests that cannot be resolved at first line to the appropriate internal IT team for resolution (2nd and 3rd line internal IT teams)

    • What we are looking for:

  • Strong IT support working experience, with the ability to troubleshoot and diagnose complex IT issues
  • Working knowledge of Active Directory, Microsoft Windows 10 and M365 and familiarity with both remote desktop and help desk applications such as SCCM. 
  • Solid understanding of IAM concepts, processes, and tools
  • Familiarity with assigning and managing basic Role-Based Access Control "RBAC" roles
  • You will have comprehensive experience of working with ITSM processes and familiarity of various ITSM tools 
  • Excellent communication skills with a friendly approach to problem solving
  • A strong work ethic, with the ability to multitask, organise and prioritise tickets and be able to work in a dynamic working environment
  • The ability to think logically with good problem-solving skills


    • 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: Sunday 6th October 2024

    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

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    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.

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