Hybrid IT Service Desk Analyst | Customer-Driven Support

Southern Water; Durrington; Hybrid; GBP 26,000 - 34,000; Full time

Job summary

Southern Water is seeking a proactive Service Desk Analyst to join our Digital Service Desk in a hybrid role based in Durrington, Worthing. You will be the first point of contact for IT incidents and service requests, helping over 5,000 users with high-quality support and an excellent customer experience.

You’ll work within a small team of 2 Team Leaders and 10 Analysts in a fast-paced environment, providing triage, troubleshooting, and timely incident resolution while collaborating with

Qualifications

• Experience in a Service Desk, Help Desk, or IT Support environment.
• Experience using IT service management or ticketing tools.
• Strong troubleshooting and problem-solving abilities.
• Ability to prioritise workloads and manage multiple tasks.

Responsibilities

• Respond to IT support requests via telephone, email, and self-service portals.
• Perform first-line triage, diagnose and resolve incidents and requests.
• Maximise first-time fixes and minimise user disruption.
• Take ownership from initial report to resolution and keep users updated.
• Log, prioritise, categorise and update incident tickets and requests.
• Troubleshoot issues remotely with desktop support tools.
• Escalate to second/third-line support when needed.
• Confirm resolution with users before closing tickets.

Skills

Customer service

Communication

Troubleshooting

IT support

Time management

Job description

Southern Water is seeking a proactive Service Desk Analyst to join our Digital Service Desk in a hybrid role based in Durrington, Worthing. You will be the first point of contact for IT incidents and service requests, helping over 5,000 users with high-quality support and an excellent customer experience.

You’ll work within a small team of 2 Team Leaders and 10 Analysts in a fast-paced environment, providing triage, troubleshooting, and timely incident resolution while collaborating with