2nd Line Support 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'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.

South West Water | Pennon Group

Location:

Exeter HQ

Salary: £35,530 + excellent benefits

Contract:

Full Time, Permanent

Be the Technical Expert Behind Essential Services

At South West Water, technology plays a vital role in supporting the services that millions of customers rely on every day. We're looking for an experienced Deskside Analyst to join our IT Services team and provide expert 2nd line support across our business.

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.

• 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.

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.

• 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.

• Microsoft 365
• Windows 11
• Microsoft Exchange Online
• Microsoft Entra
• Microsoft Intune
• Microsoft Configuration Manager (SCCM)
• Microsoft Defender for Endpoint
• Bit Locker
• Citrix Virtual Apps and Desktops

• Relevant industry certifications such as Microsoft, ITIL, CompTIA, Cisco, or equivalent technical qualifications.
• Full UK Driving Licence (essential due to travel across Pennon sites).

At South West Water, you'll join an organisation that provides essential services to communities across the South West while investing in its people, technology, and future.

As part of Pennon Group, you'll work within a large-scale enterprise technology environment supporting critical infrastructure and essential services. You'll 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.

You'll be part of a supportive and collaborative IT team where your expertise is valued, your development is encouraged, and your contribution has a real impact on business performance and customer outcomes.

Whether you're…