IT Deskside Analyst in Exeter

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.

Are you an experienced IT support professional ready to take on more complex challenges? As a 2nd Line Support Analyst, you’ll serve as a key escalation point for advanced technical issues, delivering high-quality support through both remote assistance and on-site visits. In this role, you’ll diagnose and resolve a wide range of incidents, build and configure hardware and software, and apply ITIL best practices to ensure effective problem management and minimal business disruption.

What You’ll Be Doing

• Act as the primary technical escalation point for complex IT incidents, applying advanced troubleshooting across hardware, software, and network environments to resolve issues beyond 1st line capability, in line with ITIL incident management principles.
• Perform comprehensive diagnostics using specialist tools and methodologies, ensuring thorough root cause analysis and effective resolution in alignment with ITIL problem management practices.
• Manage and document all service tickets within the IT Service Management (ITSM) platform, maintaining accurate records of actions, resolutions, and follow-ups to support audit, compliance, and service reporting requirements.
• Ensure timely resolution of incidents and service requests within agreed SLAs, prioritising tasks based on business impact and urgency, while consistently adhering to ITIL framework standards.
• Collaborate proactively with 3rd line IT teams and technical specialists, ensuring seamless escalation and resolution of highly complex technical issues, while promoting knowledge transfer and contributing to the organisation’s knowledge-management objectives.
• Deliver targeted training and technical guidance to end-users and junior IT staff, enhancing system competency and reinforcing adherence to organisational IT standards and security protocols.
• Consistently maintain, review, and enhance technical documentation, user guides, and knowledge bases to ensure accuracy, relevance, and accessibility.
• Proactively analyse support trends, system performance data, and recurring incidents, recommending and implementing continuous service-improvement initiatives to optimise delivery, increase efficiency, and strengthen the organisation’s ITIL-driven service-excellence culture.
• Conduct both remote and on-site support activities, including building, configuring, and installing hardware and software to meet operational and business requirements.

What We’re Looking For

• Strong analytical and problem-solving skills, with a proven ability to diagnose and resolve complex technical issues under pressure.
• Exceptional communication and interpersonal skills, enabling effective collaboration with both technical and non-technical teams.
• High attention to detail and strong organisational abilities, with the capability to manage multiple priorities while delivering accurate, high-quality outcomes within agreed SLAs and in line with ITIL framework standards.
• Solid understanding of IT Service Management principles and hands-on experience using ITSM ticketing systems.
• Technical proficiency across a range of modern enterprise technologies, including Microsoft Exchange Online, Citrix Virtual Apps and Desktops, Microsoft Endpoint Manager (Intune), Azure Active Directory, advanced anti-malware tools such as Microsoft Defender for Endpoint, and enterprise cloud storage and backup technologies.
• Strong working knowledge of Windows 11 and Microsoft 365 applications.
• Solid understanding of core networking principles, including diagnosing and resolving connectivity issues across wired, wireless, and VPN environments.
• At least five years of hands-on experience in 2nd Line IT Support, demonstrating a deep understanding of complex technical challenges and a consistent track record of delivering effective solutions in dynamic, fast-paced environments.

What’s in it for you

• Generous holiday allowance plus bank holidays.
• Localised incentives and weekly recognition.
• Subsidised on-site Costa.
• Coaching, training and development opportunities.
• 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 through Perkbox.
• A range of group discounts: The Dell Advantage Programme, Virgin Media Affinity Scheme, Vodafone Advantage and more.
• A discretionary Bonus.
• Competitive Contributory Pension.

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 every day. Be yourself and make your mark in your individual way.
• Be the Future - Embrace change. Drive Progress. Own the challenge.