Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Provide advanced IT support, troubleshoot complex issues, and enhance service delivery.
- Company: Join South West Water, a leader in the UK water sector focused on sustainability.
- Benefits: Generous holiday, flexible leave options, training opportunities, and employee discounts.
- Why this job: Make a real impact while developing your IT skills in a supportive environment.
- Qualifications: 5+ years in 2nd Line IT Support with strong problem-solving and communication skills.
- Other info: Dynamic team culture with excellent career growth and well-being support.
The predicted salary is between 36000 - 60000 £ 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 are proud to be part of Pennon Group, a leader in the UK water sector, working towards a greener future. Our goals include lowering our carbon footprint, planting 300,000 trees, restoring peatlands, and supporting farmers and landowners to improve water quality and wildlife.
Are you an experienced IT support professional ready to take on more complex challenges? As a 2nd Line Support Analyst, you will 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 will 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.
- Perform comprehensive diagnostics using specialist tools and methodologies, ensuring thorough root cause analysis and effective resolution.
- Manage and document all service tickets within the IT Service Management (ITSM) platform, maintaining detailed and accurate records.
- Ensure timely resolution of incidents and service requests within agreed SLAs, prioritising tasks based on business impact and urgency.
- Collaborate proactively with 3rd line IT teams and technical specialists, ensuring seamless escalation and resolution of highly complex technical issues.
- Deliver targeted training and technical guidance to end-users and junior IT staff.
- Consistently maintain, review, and enhance technical documentation, user guides, and knowledge bases.
- Proactively analyse support trends, system performance data, and recurring incidents, recommending and implementing continuous service-improvement initiatives.
- Conduct both remote and on-site support activities, including building, configuring, and installing hardware and software.
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.
- 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, and advanced anti-malware tools.
- Strong working knowledge of Windows 11 and Microsoft 365 applications.
- Solid understanding of core networking principles, including diagnosing and resolving connectivity issues.
- At least five years of hands-on experience in 2nd Line IT Support.
What’s in it for you
At South West Water, we offer an excellent range of benefits:
- 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 for extra flexibility.
- Buy a bike and safety equipment tax-free through our Cycle to Work scheme.
- Free car parking at the majority of our sites.
- Up to 26 weeks additional maternity leave.
- Invest in Pennon Group plc through our employee share schemes.
- Free, confidential Employee Assistance Programme.
- Champion Health support platform for wellbeing.
- Free eye tests and discounts on frames and lenses at Specsavers.
- Access to thousands of deals and discounts through Perkbox.
- A range of group discounts.
- A discretionary Bonus.
- Competitive Contributory Pension.
IT Deskside Analyst in Plymouth employer: South West Water
Contact Detail:
South West Water Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Deskside Analyst in Plymouth
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT field, attend local meetups, or join online forums. You never know who might have the inside scoop on job openings or can refer you directly.
✨Tip Number 2
Ace that interview! Research common IT support interview questions and practice your responses. Be ready to showcase your problem-solving skills with real-life examples from your experience.
✨Tip Number 3
Show off your skills! Create a portfolio or a personal website where you can highlight your projects, certifications, and any relevant work you've done. This gives potential employers a tangible look at what you can bring to the table.
✨Tip Number 4
Apply through our website! We make it super easy for you to find and apply for roles like the IT Deskside Analyst. Plus, it shows you're genuinely interested in joining our team at South West Water.
We think you need these skills to ace IT Deskside Analyst in Plymouth
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the IT Deskside Analyst role. Highlight your experience with 2nd Line Support, ITIL practices, and any specific technologies mentioned in the job description. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background makes you a perfect fit. Don’t forget to mention your problem-solving skills and experience with complex technical issues.
Showcase Your Technical Skills: In your application, be sure to showcase your technical proficiency across the required technologies like Microsoft Exchange Online and Azure Active Directory. We love seeing candidates who can demonstrate their hands-on experience with these tools!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you get all the updates directly from us. Plus, it’s super easy to do!
How to prepare for a job interview at South West Water
✨Know Your ITIL Inside Out
Since the role heavily involves ITIL principles, make sure you brush up on your ITIL knowledge. Be ready to discuss how you've applied ITIL best practices in your previous roles, especially in incident and problem management.
✨Show Off Your Technical Skills
Prepare to demonstrate your technical proficiency with tools like Microsoft Exchange Online and Azure Active Directory. You might be asked to troubleshoot a scenario, so think through common issues and how you'd resolve them.
✨Communicate Clearly
Exceptional communication is key for this role. Practice explaining complex technical concepts in simple terms, as you'll need to collaborate with both technical and non-technical teams. Consider using examples from your past experiences.
✨Be Ready for Scenario Questions
Expect scenario-based questions that test your analytical and problem-solving skills. Think of specific instances where you've diagnosed and resolved complex issues under pressure, and be prepared to walk the interviewer through your thought process.
