IT Helpdesk Analyst - Fast-Paced, Impactful Support

South West Water; Exeter; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Generous holiday allowance + bank

Discretionary bonus

Competitive contributory pension

Share-save scheme

Health benefits & wellbeing support

Group discounts

Cycle to Work

Job summary

South West Water in Exeter is seeking a Service Desk Analyst to join our IT team and provide first-line technical support across the organisation.

You will resolve incidents, fulfil requests, and work with colleagues to maintain reliable IT services, while delivering excellent customer service in a collaborative environment.

The role requires at least 3 years’ experience in IT service desk, strong Windows and Office knowledge, and good networking understanding; a degree or ITIL is desirable.

Qualifications

• At least 3 years’ experience in an IT Service Desk, IT Support, or Technical Support role.
• Strong knowledge of Windows operating systems.
• Experience supporting Microsoft Office and related workplace technologies.
• Understanding of core networking principles.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal abilities.
• Good organisational skills and attention to detail.
• Ability to work effectively in a fast-paced environment.

Responsibilities

• Providing first-line support for hardware, software, systems, and network-related issues.
• Diagnosing and resolving technical problems efficiently.
• Managing incidents and service requests through the IT Service Management platform.
• Escalating complex issues to specialist teams when required.
• Supporting user access and identity management processes in line with information security requirements.
• Maintaining knowledge base articles and service documentation.
• Delivering guidance and training to end users where appropriate.
• Identifying opportunities to improve service delivery and support processes.

Skills

Windows OS

Microsoft Office

Networking basics

Troubleshooting

Communication

Education

Bachelor's degree in Information Technology

ITIL certification

Job description

South West Water in Exeter is seeking a Service Desk Analyst to join our IT team and provide first-line technical support across the organisation.

You will resolve incidents, fulfil requests, and work with colleagues to maintain reliable IT services, while delivering excellent customer service in a collaborative environment.

The role requires at least 3 years’ experience in IT service desk, strong Windows and Office knowledge, and good networking understanding; a degree or ITIL is desirable.