2nd Line Support
South West Water Limited
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Benefits offered by this job
Job summary
South West Water in Exeter is seeking a Deskside Analyst to join our IT Services team, delivering 2nd line support across the Pennon Group. You will diagnose and resolve complex hardware, software, networking and end-user issues, both remotely and on-site, following ITIL practices to ensure uptime and user satisfaction.
You will escalate to 3rd line as needed, maintain documentation, and contribute to service improvements while upholding SLA commitments.
Qualifications
- Experience providing 2nd line IT support within a complex enterprise environment, capable of diagnosing and resolving 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.
Responsibilities
- 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.
Skills
Education
Tools
Job description
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.
South West Water | Pennon Group
Location: Exeter HQ
Salary: £35,530 + excellent benefits
Contract: Full Time, Permanent
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.
This is an exciting opportunity for a technically skilled and customer-focused IT professional who thrives on solving complex problems, supporting users, and contributing to the continuous improvement of IT services. You'll work across a diverse technology landscape, supporting colleagues throughout the Pennon Group and helping to ensure operational excellence through reliable and effective IT support.
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.
Experience with a number of the following technologies is highly desirable:
Microsoft 365
Windows 11
Microsoft Exchange Online
Microsoft Entra ID
Microsoft Intune
Microsoft Configuration Manager (SCCM)
Microsoft Defender for Endpoint
BitLocker
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 resolving critical incidents, improving service delivery, or helping colleagues work more effectively, you'll play an important role in keeping our business connected and operating at its best.
We welcome applications from everyone and are committed to building a diverse and inclusive workplace. If you don't meet every requirement but believe you have the skills and experience to succeed in the role, we'd encourage you to apply.
Be yourself, we like it that way. Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness.
Our core values, which are essential to our success, are:
Be Rock Solid - Build trust and be trusted. Be the one we all look to and can depend on.
Be You - We want you to bring your best everyday. Be yourself and make your mark in your individual way.
Be the Future - Embrace change. Drive Progress. Own the challenge.
Closing Date: 14th October 2026
We may close this vacancy early if we receive a high volume of applications. We encourage you to apply as soon as possible.
Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process.
We believe in rewarding our people for their hard work and dedication. As our 2nd Line Support you'll enjoy:
Competitive Salary – Based on experience and skills
Annual Bonus Scheme – Recognising company performance
Pension Scheme – Helping you plan for your future
Flexible Working Options – We value work-life balance and offer flexible hours and hybrid working where possible
Healthcare Benefits – Access to private healthcare and employee assistance programs
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