Service Desk Analyst

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 are pleased to announce an exciting opportunity for an experienced IT Service Desk Analyst to join our esteemed Service Desk team located in Exeter. This full-time, permanent position offers a competitive salary, starting from £28,000 with excellent benefits. The work schedule is Monday to Friday, 37 hours per week.

The ideal candidate will possess a proven track record in providing exceptional IT support, troubleshooting complex issues, and delivering an outstanding customer experience. As an IT Service Desk Analyst, you will play a pivotal role in leading the day-to-day operations of the Service Desk, providing first-line IT support to Pennon Group colleagues and Partners, ensuring the efficient use of their IT equipment and business applications.

What you’ll be doing:

• Utilise ITIL-aligned support management processes and tools to log and categorise incidents, assess their impact, and assign appropriate priority levels according to IT Service Desk Procedure.
• Implement immediate corrective actions to contain or resolve issues directly, leveraging advanced technical skills to resolve 70-80% of incoming phone calls, IT Self-Serve Portal tickets, and walk-ins efficiently.
• Resolve incidents and service requests within defined SLAs, continuously identifying and implementing opportunities for process improvement and optimisation of service delivery.
• Provide comprehensive Identity Management support services, ensuring all PC access requests are processed accurately and in line with agreed Information Security practices and processes, providing regular audit assurances.
• Escalate complex incidents and service requests to appropriate internal IT teams (2nd and 3rd line) for resolution, ensuring thorough documentation and communication throughout the escalation process.
• Proactively identify potential service impacts and escalate to the Service Desk Manager to prevent service disruptions and maintain high levels of customer satisfaction.
• Develop and maintain self-help IT support materials, including knowledge base articles, FAQs, and instructional videos, to empower users and reduce support demand.
• Maintain effective communication with colleagues across various departments, including senior executives and non-technical staff, via phone, email, and the ITOnline self-serve portal.
• Collaborate with IT Service Desk team members on a rota basis to ensure continuous coverage during operational hours, Monday to Friday 8am to 5pm.
• Support the broader IT Service Delivery team in various capacities, including project management, system integration, and vendor management, as needed.

What we are looking for:

• Experience in an IT Service Desk or similar role.
• Relevant certifications such as CompTIA A+, Network+, Security+, ITIL, or Microsoft Certified Professional (MCP) are highly desirable.
• Strong technical knowledge of Windows operating systems, Microsoft Office Suite, and networking concepts, including TCP/IP, DNS, DHCP, and VPN technologies.
• Experience in managing and maintaining hardware, such as desktops, laptops, printers, and mobile devices.
• Proficiency in remote support techniques and tools for diagnosing and resolving issues for remote users.
• Solid understanding of IAM concepts, processes, and tools, with familiarity with assigning and managing basic Role-Based Access Control (RBAC) roles.
• Excellent communication skills with a friendly approach to problem solving.
• A self-motivated individual who has the ability to work using their own initiative as well as work well in a team.
• Strong organisational and time-management skills, with the ability to handle multiple priorities simultaneously.
• Comprehensive experience of working with ITSM processes and familiarity of various ITSM tools.
• Excellent documentation skills, ensuring all incidents, requests, and changes are accurately recorded and updated.

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, Vodaphone Advantage and more.
• A discretionary Bonus.
• Competitive Contributory Pension.