Service Desk Analyst

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

Powered by Water, Driven by Purpose South West Water keeps the South West flowing with safe, reliable drinking water and wastewater services across some of the UK’s most stunning landscapes.

We’re proud to be part of Pennon Group, a leader in the UK water sector, working towards a greener future.

Our goals? As well as lowering our carbon footprint, we’re working with partners to plant 300,000 trees, restore peatlands and supporting farmers and landowners to improve water quality and wildlife.

Whether you’re starting out or seeking a new challenge, our scale and ambition create opportunities for you to shape your own career.

Ready to make a splash? Join our team today.

Join us and help keep our people connected.

We're looking for a talented Service Desk Analyst to join our IT team and provide outstanding technical support across our organisation. As the first point of contact for IT-related issues and service requests, you'll play a vital role in ensuring colleagues can work efficiently and effectively every day.

This is an excellent opportunity for an experienced IT support professional who enjoys solving problems, delivering exceptional customer service, and working within a collaborative technology environment.

What You'll Be Doing

As a Service Desk Analyst, you'll provide first-line technical support and help maintain the reliability of our IT services. You'll work closely with colleagues across the business and wider IT teams to resolve incidents, fulfil requests, and continuously improve the user experience.

Key Responsibilities Include

• Providing first-line support for hardware, software, systems, and network-related issues
• Diagnosing and resolving technical problems efficiently and professionally
• Managing incidents and service requests through the IT Service Management platform
• Ensuring tickets are accurately recorded, updated, and resolved within agreed service levels
• 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

What We're Looking For

You’ll be a customer-focused IT professional with strong troubleshooting skills and a passion for delivering excellent service.

Essential

• 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
• The ability to work effectively in a fast-paced environment

Desirable

• Bachelor's degree in Information Technology, Computer Science, or a related discipline
• ITIL certification or experience working within IT Service Management frameworks
• Experience supporting identity and access management processes

Why join us?

You’ll join a supportive and collaborative IT environment where you'll have the opportunity to develop your technical expertise, broaden your experience across a wide range of technologies and business systems, contribute to meaningful service improvements, and build a rewarding long-term career within a forward-thinking organisation.

• Generous holiday allowance + bank holidays
• Discretionary bonus
• Competitive contributory pension
• Share-save scheme
• Health benefits & wellbeing support programmes
• Group discounts
• Cycle to Work scheme
• Financial support services
• Development and training opportunities … and much more!

Closing Date: 1st September 2026

We may close this vacancy early if we receive a high volume of applications. We encourage you to apply as soon as possible.

Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process.

Be yourself, we like it that way.

Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness.

Our core values, which are essential to our success, are:

Be Rock Solid

Build trust and be trusted. Be the one we all look to and can depend on.

Be You

We want you to bring your best everyday. Be yourself and make your mark in your individual way.

Be the Future

Embrace change. Drive Progress. Own the challenge.