Senior IT Support Analyst

South East Water UK; Snodland; On-site; GBP 36,000 - 40,000; Full time

Job summary

A leading utility company is seeking a Senior IT Support Analyst to transform their IT support and optimise service desk automation. You will provide advanced technical support, mentor junior staff, and lead initiatives to improve system efficiency, all while ensuring the best practices are implemented consistently.

Benefits

Excellent Stakeholder pension scheme

5 weeks holiday plus bank holidays

Flexible annual leave policy

Paid volunteering days

Cycle to work scheme

Health cash plan

Life assurance

Wellbeing related benefits

Qualifications

• Proven experience in resolving complex technical issues.
• Experience in implementing service desk automation.
• Mentoring experience with junior staff.

Responsibilities

• Serve as the primary escalation point for complex technical issues.
• Implement, configure, and maintain service desk automation solutions.
• Provide technical mentoring and coaching to IT Support Analysts.

Skills

Troubleshooting

Automation

Mentoring

Knowledge Management

Education

3-5 years of experience in IT support

Job description

Summary:

Are you an experienced IT professional with a talent for solving complex problems and a passion for optimising support systems?

We're looking for a Senior IT Support Analyst to be a pivotal part of our team, driving innovation and providing expert-level technical assistance.

In this role, you'll be the go-to expert, acting as the primary escalation point for challenging technical issues and major incidents. You'll investigate recurring problems thoroughly, collaborating with our Infrastructure and Applications teams to get to the root cause.

But this role is more than just troubleshooting; it's about transforming our IT support. You'll be instrumental in implementing and optimising service desk automation solutions, including AI-powered chatbots and workflow automation, to empower our users with enhanced self-service capabilities.

You'll also be a driving force in knowledge management, creating and maintaining comprehensive, user-friendly articles that truly make a difference.

Beyond the technical, you'll be a mentor and a leader. You'll provide technical guidance to junior team members, develop and deliver structured training, and proactively identify opportunities for process improvement within the service desk. Plus, you'll manage and provide advanced support for our print systems and servers, including the PaperCut system.

• Serve as the primary escalation point for complex technical issues and Major Incidents, providing expert troubleshooting and resolution across all IT domains.
• Conduct in-depth analysis of recurring problems, contributing to root cause resolution in collaboration with other IT teams (e.g., Infrastructure, Applications).
• Ensure effective phone coverage of the IT Helpdesk when assigned, handling calls and requests, and ensuring all interactions are accurately logged. Communicate clearly and effectively in non-technical terms to keep users informed on incident progress.
• Implement, configure, and maintain service desk automation solutions, including AI-powered chatbots, workflow automation for routine tasks, and enhanced self-service portal functionalities.
• Manage and provide advanced support for our print systems and servers, including the PaperCut system involving configuration, troubleshooting, and operational maintenance of the print environment.
• Drive the creation, maintenance, and continuous improvement of comprehensive, user-friendly knowledge base articles and FAQs, ensuring content is accurate, up-to-date, and supports robust self-service initiatives.
• Monitor the operational effectiveness and user adoption of implemented automation and self-service solutions, collecting and analysing relevant data to provide actionable insights.
• Provide technical mentoring, coaching, and guidance to IT Support Analysts. Develop and deliver structured training for new IT Support team members on foundational IT processes, advanced troubleshooting, new tools, and best practices.
• Proactively identify and analyse operational workflows within the service desk to pinpoint opportunities for efficiency gains and assist in implementing process improvements.
• Ensure that best practices are consistently followed in daily IT support operations including security and asset management.
• 3-5 years of experience in an IT Support Analyst or similar role, focusing on complex issue resolution.
• Demonstrable experience in contributing to or implementing automation within an IT service.
• Clean driving licence.
• Experience in mentoring or training junior technical staff.
• Experience in a utility or other regulated industry is desirable.
• Weekend Rota availability
  
  

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.
  
  

We want to be the water company people want to be supplied by and want to work for.

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.

What can you expect from your recruitment?

• To apply for this position, please submit your CV on our career’s website.
• 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.
  
  

If this sounds like the opportunity you’ve been looking for, apply now!

South East Water kindly asks that recruitment agencies refrain from submitting CVs to our employees or associates without explicit invitation from our HR Resourcing team. CVs sent on a speculative basis will not be acknowledged and will not assume any responsibility for fees or commissions in the event that we hire a candidate who applied directly or subsequently introduced by an instructed agency.

Compensation package:

36000 - 40000