Service Desk Analyst

At
South West Water
we believe that the strongest businesses are built on solid, stable foundations - with a vision and a culture that gives them the freedom to change, improve and innovate.

We’re proud to be responsible for providing reliable, efficient and high-quality drinking water and wastewater services for the beautiful South West area.

And we have huge ambitions.

Not only are we committed to reaching net‑zero by 2030, but we’ve also partnered with Wildlife Trusts, National Parks and local partners to help ensure a better future for generations to come.

So, if you want to be part of a diverse team where opportunities flow and fresh ideas are welcomed, #Just Add Water .

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.

• An experienced IT Service Desk Analyst must possess a combination of technical expertise, problem‑solving abilities, and excellent communication skills to efficiently manage and resolve complex issues. By continually enhancing their skills and collaborating with other IT professionals, they ensure the robust functionality and security of the organisation’s IT infrastructure.
• 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 elevate 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

• 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…