Hybrid IT Service Desk Analyst - Fast-Paced, Customer Focus

Southern Water; Worthing; Hybrid; GBP 27,000 - 36,000; Full time

Job summary

Southern Water in Durrington, Worthing, is seeking a proactive Service Desk Analyst to join a collaborative team. This role, with hybrid working (minimum 2 days in the office), will be the first point of contact for IT incidents and service requests for over 5,000 users.

You’ll work with 2 Team Leaders and 10 Analysts in a fast-paced environment, providing high-quality support and contributing to continuous improvement of IT services.

Qualifications

• Excellent customer service and communication skills.
• Experience in a Service Desk, Help Desk, or IT Support environment.
• Strong troubleshooting and problem-solving abilities.
• Proactive approach to resolving issues and supporting users.
• Ability to prioritise workloads and manage multiple tasks.

Responsibilities

• Responding to IT support requests via telephone, email, and self-service ticketing systems.
• Performing first-line triage, diagnosis, and resolution of incidents and service requests.
• Logging, prioritising, categorising, and updating incident, problem, and request tickets.
• Escalating to second/third-line support when required.
• Building positive relationships with end users and supporting mobilisation during Major Incidents.

Skills

Customer service

Communication

Troubleshooting

IT support

Ticketing tools

Prioritisation

Shift-based work

Tools

ITSM tools

Job description

Southern Water in Durrington, Worthing, is seeking a proactive Service Desk Analyst to join a collaborative team. This role, with hybrid working (minimum 2 days in the office), will be the first point of contact for IT incidents and service requests for over 5,000 users.

You’ll work with 2 Team Leaders and 10 Analysts in a fast-paced environment, providing high-quality support and contributing to continuous improvement of IT services.