IT Deskside Analyst South West Water · Digital and Technology Peninsula House

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’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 supporting farmers and landowners to improve water quality and wildlife.

Whether you’re starting out or seeking a new challenge, our scale and ambition create opportunities for you to shape your own career.

Ready to make a splash?
Join our team today.

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.

Working closely with 3rd Line teams, you’ll drive continual service improvement, maintain accurate technical documentation, and play a crucial role in keeping our IT services reliable, efficient, and aligned to business needs.

• 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 and 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. Keep all materials up to date to support operational excellence, streamline future troubleshooting, and align with ITIL knowledge‑management best practice.

• 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.

• 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:

  • M…