Hybrid IT Support Analyst — End-User Tech & Security

South East Water; Snodland; Hybrid; GBP 29,000 - 36,000; Full time

Benefits offered by this job

Pension scheme (stakeholder)

Holiday entitlement

Volunteering days

Cycle to work

Health cash plan

Life assurance

Wellbeing benefits

Job summary

South East Water is seeking a tech‑savvy IT Support Analyst to empower staff in a hybrid environment. You will deliver high‑quality user support across phone, portal, and face‑to‑face channels, resolving hardware, software, and SaaS issues while maintaining device lifecycle records.

You’ll onboard devices, manage endpoints, and contribute to knowledge articles to drive self‑service. Strong communication and empathy are essential in this frontline role.

Qualifications

• Experience delivering 1st/2nd-line IT support in an service desk environment.
• Experience with modern ITSM tools (Jira Service Management, ServiceNow).
• Strong user account management in Google Workspace or Microsoft 365.
• Understanding of Active Directory / Entra ID and Windows OS.

Responsibilities

• Provide omnichannel IT support (phone, portal, in‑person) to staff.
• Onboard and provision devices and accounts for new starters.
• Help manage endpoints and ensure security/compliance.
• Contribute to Knowledge Base and self-service deflection.
• Support hardware refreshes, deployments, and cloud software moves.

Skills

Customer focus

Technical troubleshooting

Prioritisation

Empathy in support

Communication

Hybrid work adaptation

Documentation

Education

ITIL v4 Foundation

CompTIA A+/Network+

Microsoft/Google fundamentals

Tools

Jira Service Management

ServiceNow

Google Workspace

Microsoft 365

Active Directory / Entra ID

Windows OS

Ivanti / MDM tools

Intune

Job description

South East Water is seeking a tech‑savvy IT Support Analyst to empower staff in a hybrid environment. You will deliver high‑quality user support across phone, portal, and face‑to‑face channels, resolving hardware, software, and SaaS issues while maintaining device lifecycle records.

You’ll onboard devices, manage endpoints, and contribute to knowledge articles to drive self‑service. Strong communication and empathy are essential in this frontline role.