Service Desk Analyst in Exeter

Powered by Water, Driven by Purpose. South West Water keeps the South West flowing with safe, reliable drinking water and wastewater services across some of the UK’s most stunning landscapes. We’re proud to be part of Pennon Group, a leader in the UK water sector, working towards a greener future.

South West Water is seeking a motivated and customer‑focused Service Desk Analyst to join our IT team. This role is a critical first point of contact for IT support, providing timely, high‑quality technical assistance to our end‑users and helping ensure the reliability and efficiency of our IT services across the organisation. This role is site‑based five days per week, working Monday to Friday on a shift pattern between 8:00am and 5:00pm.

The Role

As a Service Desk Analyst, you will diagnose and resolve a wide range of hardware, software, and network issues, manage support requests through our IT Service Management platform, and deliver an excellent customer experience. You will work closely with wider IT teams, maintain accurate documentation, and proactively identify opportunities to improve service delivery.

Key Deliverables

• Provide first‑level technical support to end‑users, ensuring prompt and effective resolution of IT queries and incidents.
• Diagnose and troubleshoot hardware, software, and network issues to minimise business disruption.
• Log, update, and manage support tickets accurately within the IT Service Management system.
• Resolve incidents and service requests in line with agreed Service Level Agreements (SLAs).
• Escalate complex technical issues appropriately and collaborate with IT colleagues to achieve resolution.
• Deliver end‑user guidance and training on systems and applications as required.
• Maintain and update knowledge base articles and technical documentation.
• Identify and recommend process and service improvements to enhance customer experience.
• Provide Identity and Access Management support, ensuring access requests are fulfilled in line with Information Security policies and audit requirements.

Required Experience

Experience working in an IT Service Desk or similar technical support environment, with a strong track record of delivering effective user support.

Key Skills and Qualifications Required:

• Strong working knowledge of Windows operating systems, Microsoft Office Suite, and core networking principles.
• Excellent analytical and problem‑solving skills, with the ability to perform effectively under pressure.
• Clear, confident communication and strong interpersonal skills.
• High attention to detail with strong organisational and time‑management abilities.

Desirable:

• Bachelor’s degree in Information Technology, Computer Science, or a related discipline.
• ITIL or other relevant IT Service Management certification.

Ready to make a difference? Join us as our Service Desk Analyst and help create a workplace where people thrive. We believe in rewarding our people for their hard work and dedication. As our Service Desk Analyst, you’ll enjoy:

• Competitive Salary – Based on experience and skills.
• Annual Bonus Scheme – Recognising company performance.
• Pension Scheme – Helping you plan for your future.
• Healthcare Benefits – Access to employee assistance programmes.
• Employee Discounts – On various products and services.
• Annual Leave – Take time to recharge with our holiday entitlement.

Closing Date: 19th May 2026. We may close this vacancy early if we receive a high volume of applications. We encourage you to apply as soon as possible. Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process.