Experienced Service Desk Analyst

TN United Kingdom; Exeter; On-site; GBP 28,000 - 33,000; Full time

Job summary

A leading company in the water sector is seeking an IT Service Desk Analyst in Exeter. This full-time role involves providing first-line IT support, managing service desk operations, and ensuring effective IT service delivery. The ideal candidate will have a strong background in IT support, excellent communication skills, and relevant certifications. Join a diverse team committed to innovation and sustainability, with great benefits and a culture of inclusion.

Benefits

Generous holiday allowance

Flexible leave options

Cycle schemes

Free parking

Parental leave

Employee Assistance Programme

Wellbeing support

Eye care discounts

Bonus

Competitive pension scheme

Qualifications

• Minimum 2 years' experience in an IT Service Desk or similar role.
• Relevant certifications such as CompTIA A+, Network+, Security+.

Responsibilities

• Provide first-line IT support to colleagues and partners.
• Utilize ITIL-aligned processes to manage incidents and requests.
• Support Identity Management and escalate complex issues.

Skills

Customer Service

Problem Solving

Communication

Organizational Skills

Education

Bachelor’s degree in IT

Tools

Windows OS

Microsoft Office

Remote Support Tools

Job description

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Experienced Service Desk Analyst, Exeter

Client: South West Water

Location: Exeter, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference: 25e3b0799c7d

Job Views: 4

Posted: 12.05.2025

Expiry Date: 26.06.2025

Job Description:

At South West Water, we believe the strongest businesses are built on solid, stable foundations— with a vision and culture that foster change, improvement, and innovation. We provide reliable, efficient, high-quality drinking water and wastewater services for the South West. We are committed to reaching net-zero by 2030 and partnering with Wildlife Trusts, National Parks, and local entities for a sustainable future. Join a diverse team where opportunities flow and ideas are welcomed: #JustAddWater.

We are pleased to offer an exciting opportunity for an IT Service Desk Analyst to join our Service Desk team in Exeter. This full-time, permanent role offers a competitive starting salary from £28,000 plus benefits. The schedule is Monday to Friday, 37 hours per week.

The ideal candidate will have a proven track record in IT support, troubleshooting, and delivering excellent customer service. You will manage daily Service Desk operations, providing first-line IT support to Pennon Group colleagues and partners, ensuring effective use of IT equipment and applications.

What you'll be doing:

• Utilize ITIL-aligned processes to log, categorize, and prioritize incidents and requests, assessing impact and ensuring timely resolution.
• Resolve 70-80% of issues directly through technical skills, including handling calls, portal tickets, and walk-ins.
• Maintain SLAs, identify process improvements, and optimize service delivery.
• Support Identity Management, ensuring accurate access requests and security compliance.
• Escalate complex issues to higher support levels with proper documentation and communication.
• Proactively identify potential service impacts to prevent disruptions.
• Create and update support materials like knowledge articles and FAQs.
• Communicate effectively across departments and with stakeholders via various channels.
• Participate in rota-based coverage during operational hours.
• Support broader IT Service Delivery projects and vendor management as needed.

What we are looking for:

• Minimum 2 years' experience in an IT Service Desk or similar role.
• Bachelor’s degree in IT, Computer Science, or related field.
• Relevant certifications such as CompTIA A+, Network+, Security+, ITIL, or MCP are highly desirable.
• Strong knowledge of Windows OS, Microsoft Office, and networking (TCP/IP, DNS, DHCP, VPN).
• Experience managing hardware like desktops, laptops, printers, and mobiles.
• Proficiency in remote support tools.
• Understanding of IAM concepts and RBAC roles.
• Excellent communication skills and a friendly problem-solving approach.
• Self-motivated, team-oriented, with strong organizational and multitasking skills.
• Experience with ITSM processes and tools.
• Strong documentation skills for incident and request records, knowledge articles, and user guides.

What's in it for you:

At South West Water, we foster a culture of inclusion and belonging. We offer benefits including generous holiday allowance, local incentives, onsite amenities, training, flexible leave options, cycle schemes, free parking, parental leave, share schemes, Employee Assistance Programme, wellbeing support, eye care discounts, and more. We also provide a bonus and a competitive pension scheme.

If you are passionate about IT support and ready for new challenges, submit your resume and cover letter explaining your fit for the role. Join us in shaping the future of IT support and delivering exceptional service. Apply now! Closing Date: 23rd May 2025

Be yourself, we like it that way. We value diversity and inclusion, believing they are our strength. Our core values are:

• Be Rock Solid - Build trust and be dependable.
• Be You - Bring your best every day and be authentic.
• Be the Future - Embrace change, drive progress, and own challenges.