Deskside IT Specialist – 2nd Line (Hybrid)

Pennon Group; Exeter; Hybrid; GBP 32,000 - 39,000; Full time

Benefits offered by this job

Competitive Salary

Annual Bonus Scheme

Pension Scheme

Flexible Working Options

Healthcare Benefits

Job summary

South West Water, part of Pennon Group, is hiring a Deskside Analyst to join the IT Services team. You will provide expert 2nd line desktop and endpoint support across the business, handling complex incidents with a focus on rapid resolution and customer service.

The role combines remote and on-site work across Pennon locations, delivering high-quality IT services. Ideal candidates will have proven 2nd line experience in a large enterprise, ITIL-aligned practices, and strong communication skills

Qualifications

• 2nd line IT support in a complex enterprise environment; diagnose and resolve diverse tech issues.
• Strong analytical and problem-solving skills for complex tech challenges.
• Experience in ITIL-aligned support environments.
• Experience using ITSM platforms to manage incidents and requests.
• Strong interpersonal and communication skills with both technical and non-technical stakeholders.
• Ability to manage multiple priorities while meeting SLA commitments.

Responsibilities

• Act as the main 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 in the ITSM platform.
• Ensure incidents are resolved within agreed SLAs.
• Provide remote and on-site support across Pennon Group locations.
• Build, configure, deploy and support laptops, desktops, mobile devices, and related tech.
• Collaborate with 3rd line teams and specialists to resolve high-level issues.
• Support endpoint lifecycle management: provisioning, deployments, replacements, patching, asset management.
• Deliver technical guidance and knowledge sharing to colleagues and end users.
• Maintain and improve technical documentation and user guides.
• Identify trends and opportunities for service improvement.
• Contribute to IT process and service delivery standards.

Skills

2nd line IT support

ITIL aligned

ITSM platforms

Stakeholder communication

Multitasking & SLA

Education

IT-related certifications (e.g., Microsoft, ITIL, CompTIA, Cisco)

Tools

Microsoft 365

Windows 11

Microsoft Exchange Online

Microsoft Entra ID

Microsoft Intune

SCCM

Defender for Endpoint

BitLocker

Citrix Virtual Apps/Desktops

Job description

South West Water, part of Pennon Group, is hiring a Deskside Analyst to join the IT Services team. You will provide expert 2nd line desktop and endpoint support across the business, handling complex incidents with a focus on rapid resolution and customer service.

The role combines remote and on-site work across Pennon locations, delivering high-quality IT services. Ideal candidates will have proven 2nd line experience in a large enterprise, ITIL-aligned practices, and strong communication skills