At a Glance
- Tasks: Provide expert 2nd line IT support and solve complex technical issues.
- Company: Join South West Water, a leader in the UK water sector.
- Benefits: Enjoy competitive salary, annual bonus, flexible working, and healthcare benefits.
- Other info: Be part of a diverse team committed to sustainability and community.
- Why this job: Make a real impact on essential services while developing your tech skills.
- Qualifications: Experience in 2nd line IT support and strong problem-solving skills required.
The predicted salary is between 40000 - 40000 £ per year.
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. Our goals? As well as lowering our carbon footprint, we’re working with partners to plant 300,000 trees, restore peatlands and support farmers and landowners to improve water quality and wildlife.
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. You will work across a diverse technology landscape, supporting colleagues throughout the Pennon Group and helping to ensure operational excellence through reliable and effective IT support.
The Role
As a Deskside Analyst, you will act as the primary escalation point for complex IT incidents and service requests that cannot be resolved by the Service Desk. Working both remotely and on-site, you will provide advanced technical support, perform detailed diagnostics, and ensure issues are resolved efficiently and effectively. You will play a key role in maintaining service reliability, supporting business-critical systems, and delivering a high-quality user experience while adhering to ITIL best practices.
Key Responsibilities
- Act as the main technical escalation point for complex IT incidents and service requests.
- 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 will join an organisation that provides essential services to communities across the South West while investing in its people, technology, and future. You will 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. Apply today and help us deliver exceptional technology services that keep South West Water connected, secure and ready for the future.
We believe in rewarding our people for their hard work and dedication. As our 2nd Line Support you’ll enjoy:
- Competitive Salary – Based on experience and skills
- Annual Bonus Scheme – Recognising company performance
- Pension Scheme – Helping you plan for your future
- Flexible Working Options – We value work-life balance and offer flexible hours and hybrid working where possible
- Healthcare Benefits – Access to private healthcare and employee assistance programs
Closing Date: 7th August 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.
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.
We look after the water and wastewater services for 1.8 million customers across Cornwall, Devon, the Isles of Scilly and parts of Dorset and Somerset.
2nd Line Support Analyst in Exeter employer: South West Water
At South West Water, we pride ourselves on being an excellent employer, offering a supportive work culture that values teamwork and sustainability. Our employees benefit from opportunities for personal and professional growth, alongside the chance to contribute to meaningful environmental initiatives in one of the UK's most beautiful regions. Join us in making a difference while enjoying a fulfilling career in the water sector.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line Support Analyst in Exeter
✨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 South West Water 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 South West Water 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 South West Water!
✨Direct Apply to South West Water
Let's not forget to apply directly through the South West Water 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 in Exeter
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 South West Water.
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 South West Water. 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 South West Water
✨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.
