Hybrid IT Support Analyst - User-Centred Tech Support

South East Water UK; Snodland; Hybrid; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Excellent Stakeholder pension scheme

5 weeks holiday plus bank holidays per

Flexible annual leave policy

Cycle to work scheme

Health cash plan

Life assurance

Wellbeing related benefits

Job summary

South East Water UK in Snodland is seeking an IT Support Analyst to deliver frontline user support across office and remote workers within a modern hybrid environment. You will troubleshoot hardware, software, network and SaaS issues, onboard new starters, manage device lifecycles, and help maintain security and compliance.

Knowledge of Jira Service Management and Google Workspace is desirable, with a focus on clear KB articles to drive self‑service and continuous improvement across the IT team.

Qualifications

• : Proven Technical Support Experience in IT Service Desk or End User Services; hands-on ITSM tools usage (e.g., Jira Service Management, ServiceNow).
• E2E device onboarding, onboarding lifecycle, and asset inventory management.
• Experience with Google Workspace / Microsoft 365, AD/Entra ID, Windows OS.
• Ability to diagnose hardware, software, network, and SaaS issues across hybrid environments.
• Strong communication and organisational skills; able to prioritise tasks under pressure.

Responsibilities

• : Omnichannel Support & Technical Resolution: deliver high-empathy 1st/2nd-line support across phone, portal, and face-to-face; diagnose and resolve issues in Google Workspace, Active Directory, Windows, iOS/Android.
• Onboarding & Asset Lifecycle Management: coordinate device staging, software installation, and account provisioning; maintain asset inventories.
• Endpoint Health & Security: assist in patching, securing, and keeping endpoints compliant with internal IT standards.
• Knowledge-First Support & Data Integrity: maintain Jira tickets with high data quality and draft KB articles to drive self-service deflection.
• Continuous Improvement & Project Support: identify recurring issues and support hardware rollouts and cloud software migrations.

Skills

1st/2nd line support

Jira Service Management

Google Workspace

Microsoft 365

Active Directory

Windows

Networking basics

Customer service

UK Driver's license

Tools

Jira Service Management

ServiceNow

Entra ID

Google Workspace

Microsoft 365

Job description

South East Water UK in Snodland is seeking an IT Support Analyst to deliver frontline user support across office and remote workers within a modern hybrid environment. You will troubleshoot hardware, software, network and SaaS issues, onboard new starters, manage device lifecycles, and help maintain security and compliance.

Knowledge of Jira Service Management and Google Workspace is desirable, with a focus on clear KB articles to drive self‑service and continuous improvement across the IT team.