IT Support Analyst

South East Water; Snodland; On-site; 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

Summary: 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

• 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.
• Paid volunteering days.
• Cycle to work scheme.
• Health cash plan.
• Life assurance.
• Wellbeing related benefits.

Compensation package: Starting from £29,064 p.a.

Be you, belong and valued. Grow a career with a meaningful purpose. Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match. We supply top-quality drinking water to 2.3 million customers in the southeast of England.

Through a network of 9,000 miles of pipe, we deliver 544 million litres of water every day. It's the skill and expertise of our employees that ensures our water meets the highest standards.

We make sure we can meet the needs of our customers both now and in the future. Grow a career with a meaningful purpose.

What to expect

• Come to work to be safe, valued, and trusted.
• We’ll encourage you to create and pursue new opportunities for personal growth.
• A place to be the real you, build deeper connections and enjoy a sense of belonging.
• Be invested in helping us to create a sustainable water supply for now, and in the future.

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.