At a Glance
- Tasks: Provide expert 2nd line IT support and solve complex technical issues.
- Company: Join South West Water, a key player in essential services.
- Benefits: Enjoy a competitive salary, excellent benefits, and career development opportunities.
- Other info: Be part of a diverse team that values your unique contributions.
- Why this job: Make a real impact on technology that supports communities every day.
- Qualifications: Experience in 2nd line IT support and strong problem-solving skills required.
The predicted salary is between 40000 - 45000 £ per year.
At South West Water, technology plays a vital role in supporting the services that millions of customers rely on every day. We're looking for an experienced Deskside Analyst to join our IT Services team and provide expert 2nd line support across our business. This is an exciting opportunity for a technically skilled and customer-focused IT professional who thrives on solving complex problems, supporting users, and contributing to the continuous improvement of IT services.
The Role
- Act as the primary escalation point for complex IT incidents and service requests that cannot be resolved by the Service Desk.
- Provide advanced technical support, perform detailed diagnostics, and ensure issues are resolved efficiently and effectively.
- Maintain service reliability, support business-critical systems, and deliver a high-quality user experience while adhering to ITIL best practices.
Key Responsibilities
- Diagnose and resolve hardware, software, networking, and end-user computing issues.
- Perform root cause analysis and implement long-term solutions to prevent recurring issues.
- Manage and update service tickets within the IT Service Management (ITSM) platform.
- Ensure incidents and requests are resolved within agreed Service Level Agreements (SLAs).
- Provide remote and on-site support across Pennon Group locations.
- Build, configure, deploy, and support laptops, desktops, mobile devices, and associated technologies.
- Collaborate with 3rd line teams and technical specialists to resolve high-level technical issues.
- Support endpoint lifecycle management, including provisioning, deployments, replacements, patching, and asset management.
- Deliver technical guidance and knowledge sharing to colleagues and end users.
- Maintain and improve technical documentation, knowledge articles, and user guides.
- Identify trends, recurring incidents, and opportunities for service improvement.
- Contribute to the ongoing development of IT processes and service delivery standards.
About You
You are an experienced IT support professional with a passion for technology and a commitment to delivering outstanding customer service. You enjoy troubleshooting complex issues, take ownership of problems through to resolution, and are motivated by making a tangible difference to business operations.
Essential Experience
- Experience providing 2nd line IT support within a complex enterprise environment, with a proven ability to diagnose and resolve a broad range of technical issues across hardware, software, networking and end-user technologies.
- Strong analytical and problem-solving skills with experience resolving complex technical issues.
- Experience working within ITIL-aligned support environments.
- Experience using ITSM platforms to manage incidents and service requests.
- Strong interpersonal and communication skills with the ability to engage effectively with both technical and non-technical stakeholders.
- Ability to manage multiple priorities while maintaining attention to detail and meeting SLA commitments.
Technical Skills
- Experience with a number of the following technologies is highly desirable: Microsoft 365, Windows 11, Microsoft Exchange Online, Microsoft Entra ID, Microsoft Intune, Microsoft Configuration Manager (SCCM), Microsoft Defender for Endpoint, BitLocker, Citrix Virtual Apps and Desktops.
Qualifications
- Relevant industry certifications such as Microsoft, ITIL, CompTIA, Cisco, or equivalent technical qualifications.
- Full UK Driving Licence (essential due to travel across Pennon sites).
Why Join South West Water?
At South West Water, you'll join an organisation that provides essential services to communities across the South West while investing in its people, technology, and future. As part of Pennon Group, you'll work within a large-scale enterprise technology environment supporting critical infrastructure and essential services. You'll gain exposure to modern Microsoft technologies, collaborate with highly skilled technical teams, and play a direct role in enabling the services that customers and communities across the South West rely on every day.
We welcome applications from everyone and are committed to building a diverse and inclusive workplace. If you don't meet every requirement but believe you have the skills and experience to succeed in the role, we'd encourage you to apply.
Ready to Make an Impact? If you're a 2nd Line Support professional looking for a role where your expertise is valued, your development is supported, and your work genuinely matters, we'd love to hear from you.
2nd Line Support Analyst South West Water · Digital and Technology · Exeter (Peninsula House) employer: AquaCare, Company
As a Software Engineering Manager at South West Water, you will be part of a dynamic and innovative team dedicated to delivering impactful digital solutions that enhance critical business operations. Located in Exeter, the company offers a supportive work culture with flexible working options, competitive salaries, and comprehensive benefits, including a pension scheme and healthcare support, ensuring that employees are valued and have opportunities for growth and development in their careers.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line Support Analyst South West Water · Digital and Technology · Exeter (Peninsula House)
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what AquaCare, Company values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges AquaCare, Company might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at AquaCare, Company!
✨Direct Apply to AquaCare, Company
Let's not forget to apply directly through the AquaCare, Company website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace 2nd Line Support Analyst South West Water · Digital and Technology · Exeter (Peninsula House)
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at AquaCare, Company.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at AquaCare, Company. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at AquaCare, Company
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
