IT Support Analyst

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

We are looking for a tech-savvy and customer-centric IT Support Analyst to join our IT team in Snodland.

In this role, you won't just be fixing technical issues—you’ll be empowering our people to work efficiently, securely, and seamlessly in a modern hybrid environment.

As the frontline face of IT, you will deliver exceptional user support, fast-paced technical troubleshooting, and high-quality omnichannel service for both office and remote workers.

If you enjoy solving problems, learning new technologies, and making tech work effortlessly for people, we’d love to hear from you.

Main responsibilities:

• Omnichannel Support & Technical Resolution: Deliver high-empathy 1st and 2nd-line technical support across phone, portal (Jira Service Management), and face-to-face interactions. Diagnose and resolve hardware, software, network, and SaaS issues across a range of environments including Google Workspace, Active Directory, Windows, iOS, and Android to rapidly restore user productivity.
• Onboarding & Asset Lifecycle Management: Coordinate end-to-end device staging, software installation, and account provisioning to ensure a seamless Day One experience for new starters. Maintain meticulous records across both physical and logical asset inventories throughout the device lifecycle.
• Endpoint Health & Security: Assist in managing company endpoints (laptops, mobile devices, remote access/VPNs) to ensure devices remain properly patched, secure, and compliant with internal IT standards.
• Knowledge-First Support & Data Integrity: Embrace a Knowledge-Centered Service (KCS) approach by maintaining high data integrity in Jira ticket logging while actively drafting clear Knowledge Base (KB) articles to drive self-service deflection and empower users.
• Continuous Improvement & Project Support: Identify recurring technical issues, explore opportunities for optimisation and automation, and collaborate with the wider IT team on hardware rollouts, system migrations, and cloud software implementations.

You’ll need:

Skills / Qualifications / Experience

• Proven Technical Support Experience: Demonstrable background delivering 1st/2nd-line support in an IT Service Desk or End User Services environment, including hands‑on experience using modern ITSM tools (e.g., Jira Service Management, ServiceNow).
• Core Systems, SaaS & Identity Knowledge: Experience managing user accounts and administration across Google Workspace or Microsoft 365, identity management platforms (Active Directory / Entra ID), and Windows operating systems.
• Endpoint & Network Troubleshooting: Practical troubleshooting skills across laptops, mobile endpoints (iOS/Android), peripherals, and hybrid connectivity setups.
• Customer Focus & Task Management: Exceptional empathetic communication skills—with the ability to explain complex tech concepts to non-technical staff clearly—combined with strong organisational skills to prioritise competing tasks under pressure.
• Mobility & Site Support: Valid UK Driver’s License and a willingness to participate in occasional site/depot visits and be on a team standby rota.
• Endpoint Management (UEM/MDM): Experience with endpoint management platforms, like Ivanti Endpoint Manager, ManageEngine, Intune, Jamf, or Knox are desirable.
• Basic Scripting & Automation: Familiarity with PowerShell or Google Apps Script to automate routine administrative and support tasks are desirable.
• Industry Certifications: Credentials such as ITIL v4 Foundation, CompTIA A+/Network+, or Microsoft/Google fundamentals are desirable.
• Security & Project Experience: General understanding of endpoint security hygiene (phishing mitigation, identity protection) and hands‑on participation in hardware refreshes or office IT rollouts would be desirable.

Grow a career with a meaningful purpose.

We know the communities we serve are diverse. We recognise creativity comes from diversity not similarity. That’s why we are enthusiastic about creating inclusion across age, race, gender, ethnicity, religion and identity. You will experience our dedication to equal opportunities and fair treatment for all: through your recruitment, employment and career progression with South East Water.

Benefits package:

• Excellent Stakeholder pension scheme, up to 10% employer contribution.
• 5 weeks holiday plus bank holidays per annum, increasing to 6 weeks with length of service.
• Flexible annual leave policy to buy or sell holiday leave.
• Cycle to work scheme.
• Health cash plan.
• Life assurance.
• Wellbeing related benefits.

What can you expect from your recruitment?

• It is necessary for you to have the legal right to work in the UK when you begin employment with South East Water.
• Additionally, as part of the employment offer, you will need to pass background, identity, and employment referencing checks.