Service Desk Analyst

Southern Water; Worthing; Hybrid; GBP 27,000 - 36,000; Full time

Job summary

Southern Water in Durrington, Worthing, is seeking a proactive Service Desk Analyst to join a collaborative team. This role, with hybrid working (minimum 2 days in the office), will be the first point of contact for IT incidents and service requests for over 5,000 users.

You’ll work with 2 Team Leaders and 10 Analysts in a fast-paced environment, providing high-quality support and contributing to continuous improvement of IT services.

Qualifications

• Excellent customer service and communication skills.
• Experience in a Service Desk, Help Desk, or IT Support environment.
• Strong troubleshooting and problem-solving abilities.
• Proactive approach to resolving issues and supporting users.
• Ability to prioritise workloads and manage multiple tasks.

Responsibilities

• Responding to IT support requests via telephone, email, and self-service ticketing systems.
• Performing first-line triage, diagnosis, and resolution of incidents and service requests.
• Logging, prioritising, categorising, and updating incident, problem, and request tickets.
• Escalating to second/third-line support when required.
• Building positive relationships with end users and supporting mobilisation during Major Incidents.

Skills

Customer service

Communication

Troubleshooting

IT support

Ticketing tools

Prioritisation

Shift-based work

Tools

ITSM tools

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

• 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

• 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.