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 charities, 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 starting from £25,518 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.

What you'll be doing:

  • Work with other members of the IT Service Desk on a rota basis to ensure the IT Service Desk is resourced during operational hours, Monday to Friday 8am to 5pm
  • 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
  • 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
  • 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)
  • Escalating any potential impacts to service to the Service Desk Manager to maintain customer satisfaction
  • Develop self-help IT support material
  • Supporting the activities of the wider IT Service Delivery team if required
  • What we are looking for:

  • Candidates should have a degree (or equivalent) or relevant technical experience. GCSE (or equivalent) in English and Maths are required, and A-levels in the same subjects are desirable
  • Strong IT support working experience, with the ability to troubleshoot and diagnose complex IT issues
  • 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
  • A strong work ethic, with the ability to multitask, organise and prioritise tickets and be able to work in a dynamic working environment
  • Applying a customer-focused approach; taking ownership of tickets, keeping users informed of progress, understanding the business impact, seeking feedback and always striving to improve.
  • The ability to think logically with good problem-solving skills
  • Self-motivated individual who gains satisfaction from providing excellent customer service
  • 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 
  • Closing date: 7th June 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.

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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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