Description

• Develop and maintain self-help IT support materials, including knowledge base articles, FAQs, and instructional videos, to empower users and reduce support demand
• Implement immediate corrective actions to contain or resolve issues directly, leveraging advanced technical skills to resolve 70-80% of incoming phone calls, IT Self-Serve Portal tickets, and walk-ins efficiently
• Proactively identify potential service impacts and escalate to the Service Desk Manager to prevent service disruptions and maintain high levels of customer satisfaction
• Collaborate with IT Service Desk team members on a rota basis to ensure continuous coverage during operational hours, Monday to Friday 8am to 5pm
• Support the broader IT Service Delivery team in various capacities, including project management, system integration, and vendor management, as needed
• Maintain effective communication with colleagues across various departments, including senior executives and non-technical staff, via phone, email, and the ITOnline self-serve portal
• Utilise ITIL-aligned support management processes and tools to log and categorise incidents, assess their impact, and assign appropriate priority levels according to IT Service Desk Procedure
• Provide comprehensive Identity Management support services, ensuring all PC access requests are processed accurately and in line with agreed Information Security practices and processes, providing regular audit assurances
• Escalate complex incidents and service requests to appropriate internal IT teams (2nd and 3rd line) for resolution, ensuring thorough documentation and communication throughout the escalation process
• Resolve incidents and service requests within defined SLAs, continuously identifying and implementing opportunities for process improvement and optimisation of service delivery

Requirements

• Solid understanding of IAM concepts, processes, and tools, with familiarity with assigning and managing basic Role-Based Access Control "RBAC" roles
• An experienced IT Service Desk Analyst must possess a combination of technical expertise, problem-solving abilities, and excellent communication skills to efficiently manage and resolve complex issues. By continually enhancing their skills and collaborating with other IT professionals, they ensure the robust functionality and security of the organisation's IT infrastructure
• Excellent documentation skills, ensuring all incidents, requests, and changes are accurately recorded and updated. Creating knowledge base articles and user guides to support both users and team members
• Experience in managing and maintaining hardware, such as desktops, laptops, printers, and mobile devices
• A self-motivated individual who has the ability to work using their own initiative as well as work well in a team
• Experience in an IT Service Desk or similar role
• Strong organisational and time-management skills, with the ability to handle multiple priorities simultaneously, a strong work ethic, proven multitasking abilities, experience in organising and prioritising tickets, and adaptability to dynamic working environments
• Relevant certifications such as CompTIA A+, Network+, Security+, ITIL, or Microsoft Certified Professional (MCP) are highly desirable
• Comprehensive experience of working with ITSM processes and familiarity of various ITSM tools
• Excellent communication skills with a friendly approach to problem solving
• Strong technical knowledge of Windows operating systems, Microsoft Office Suite, and networking concepts, including TCP/IP, DNS, DHCP, and VPN technologies
• Proficiency in remote support techniques and tools for diagnosing and resolving issues for remote users

Benefits

• Look after your wellbeing with our Champion Health support platform
• Invest in Pennon Group plc through our employee share schemes
• Subsidised on-site Costa
• Enjoy free eye tests and discounts on frames and lenses at Specsavers
• At South West Water, we don’t all do the same job, but we each get out of bed in the morning knowing that every day is a chance to make incredible things happen, together. In return for our people’s hard work and commitment, we offer an excellent range of benefits:
• Share your parental leave and split your time off to care for your child how you choose
• A range of group discounts: The Dell Advantage Programme, Virgin Media Affinity Scheme, Vodaphone Advantage and more
• Enjoy access to thousands of deals and discounts on supermarkets, high street shops, online retailers, travel, eating out, cinemas, gyms and much more though Perkbox
• Take up to 26 weeks’ additional maternity leave
• Coaching, training and development opportunities
• We offer free car parking at the majority of our sites
• Buy a bike and safety equipment tax-free, through our Cycle to Work scheme
• Buy or sell annual leave to offer you extra flexibility
• Localised incentives and weekly recognition
• Competitive Contributory Pension
• A discretionary Bonus
• Generous holiday allowance plus bank holidays
• We support our people by offering a free, confidential Employee Assistance Programme

Training + Development

Interview process

Visa Sponsorship

Security clearance