Service Desk Analyst

Southern Water; Durrington; Hybrid; GBP 26,000 - 34,000; Full time

Job summary

Southern Water is seeking a proactive Service Desk Analyst to join our Digital Service Desk in a hybrid role based in Durrington, Worthing. You will be the first point of contact for IT incidents and service requests, helping over 5,000 users with high-quality support and an excellent customer experience.

You’ll work within a small team of 2 Team Leaders and 10 Analysts in a fast-paced environment, providing triage, troubleshooting, and timely incident resolution while collaborating with

Qualifications

• Experience in a Service Desk, Help Desk, or IT Support environment.
• Experience using IT service management or ticketing tools.
• Strong troubleshooting and problem-solving abilities.
• Ability to prioritise workloads and manage multiple tasks.

Responsibilities

• Respond to IT support requests via telephone, email, and self-service portals.
• Perform first-line triage, diagnose and resolve incidents and requests.
• Maximise first-time fixes and minimise user disruption.
• Take ownership from initial report to resolution and keep users updated.
• Log, prioritise, categorise and update incident tickets and requests.
• Troubleshoot issues remotely with desktop support tools.
• Escalate to second/third-line support when needed.
• Confirm resolution with users before closing tickets.

Skills

Customer service

Communication

Troubleshooting

IT support

Time management

Job description

Closing Date

2026-10-09

Job Title: Service Desk Analyst

Location: Durrington, Worthing - Hybrid working (minimum 2 days per week in the office)

Salary: based on experience and to be discussed at screening stage

At Southern Water , we’re undergoing an exciting transformation as we deliver ambitious plans to improve services for our customers and create a positive impact on the environment. Technology plays a crucial role in this journey, and our Digital Service Desk is at the heart of supporting the business and ensuring our colleagues remain connected, productive, and supported.

We’re looking for a proactive and customer-focused Service Desk Analyst to join our team. As the first point of contact for IT incidents and service requests, you’ll provide high-quality support to over 5,000 internal and external users, helping to resolve technical issues while delivering an exceptional customer experience.

You’ll be joining a collaborative team of 2 Team Leaders and 10 Analysts , working in a fast-paced environment where no two days are the same.

What You’ll Be Doing

As a Service Desk Analyst, you’ll be responsible for:

• Responding to IT support requests received via telephone, email, and self-service ticketing systems.
• Performing first-line triage, diagnosis, and resolution of incidents and service requests.
• Using your problem-solving skills to maximise first-time fixes and minimise disruption to users.
• Taking ownership of issues through to resolution, keeping users informed throughout.
• Logging, prioritising, categorising, and updating incident, problem, and request tickets.
• Troubleshooting technical issues remotely using desktop support tools.
• Escalating and reassigning tickets to second and third-line support teams when required.
• Confirming ticket resolution with users before closure and escalating issues where necessary.
• Working with third-party suppliers and vendors to support incident resolution.
• Building positive relationships with end users and delivering excellent customer service.
• Supporting the mobilisation of technical teams during Major Incidents.
• Acting as an ambassador for IT, consistently exceeding customer expectations.
• Contributing to the continuous improvement of IT support services and processes.
• Creating and maintaining knowledge articles and standard operating procedures.
• Committing to ongoing learning, development, and training opportunities.

What We’re Looking For

We’re keen to hear from candidates who have:

• Excellent customer service and communication skills.
• Experience working in a Service Desk, Help Desk, or IT Support environment.
• Strong troubleshooting and problem-solving abilities.
• A proactive approach to resolving issues and supporting users.
• The ability to prioritise workloads and manage multiple tasks effectively.
• Experience using IT service management or ticketing tools.
• A positive attitude and a commitment to continuous improvement.
• The flexibility to work a shift-based rota and hybrid working pattern.

Why Join Southern Water?

This is an exciting opportunity to be part of a business that is investing heavily in its people, technology, and future. You’ll gain exposure to a wide range of technologies, work within a supportive team environment, and play a critical role in helping colleagues across the organisation succeed.

If you’re passionate about technology, enjoy helping people, and thrive in a fast-paced support environment, we’d love to hear from you.