Service Desk Analyst
| Posting date: | 29 May 2025 |
|---|---|
| Salary: | £28,000 per year |
| Hours: | Full time |
| Closing date: | 15 June 2025 |
| Location: | Exeter, Devon |
| Remote working: | On-site only |
| Company: | South West Water |
| Job type: | Permanent |
| Job reference: | Service Desk Analyst |
Summary
We are pleased to announce an exciting opportunity for an experienced IT Service Desk Analyst to join our esteemed Service Desk team located in Exeter. This full-time, permanent position offers a competitive salary, starting from £28,000 with excellent benefits. The work schedule is Monday to Friday, 37 hours per week.
The ideal candidate will possess a proven track record in providing exceptional IT support, troubleshooting complex issues, and delivering an outstanding customer experience. As an IT Service Desk Analyst, you will play a pivotal role in leading the day-to-day operations of the Service Desk, providing first-line IT support to Pennon Group colleagues and Partners, ensuring the efficient use of their IT equipment and business applications.
What you'll be doing:
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.
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
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
Resolve incidents and service requests within defined SLAs, continuously identifying and implementing opportunities for process improvement and optimisation of service delivery
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
Proactively identify potential service impacts and escalate to the Service Desk Manager to prevent service disruptions and maintain high levels of customer satisfaction
Develop and maintain self-help IT support materials, including knowledge base articles, FAQs, and instructional videos, to empower users and reduce support demand
Maintain effective communication with colleagues across various departments, including senior executives and non-technical staff, via phone, email, and the ITOnline self-serve portal
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
What we are looking for:
Experience in an IT Service Desk or similar role
Relevant certifications such as CompTIA A+, Network+, Security+, ITIL, or Microsoft Certified Professional (MCP) are highly desirable
Strong technical knowledge of Windows operating systems, Microsoft Office Suite, and networking concepts, including TCP/IP, DNS, DHCP, and VPN technologies
Experience in managing and maintaining hardware, such as desktops, laptops, printers, and mobile devices
Proficiency in remote support techniques and tools for diagnosing and resolving issues for remote users
Solid understanding of IAM concepts, processes, and tools, with familiarity with assigning and managing basic Role-Based Access Control "RBAC" roles
Excellent communication skills with a friendly approach to problem solving
A self-motivated individual who has the ability to work using their own initiative as well as work well in a team
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
Comprehensive experience of working with ITSM processes and familiarity of various ITSM tools
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
The ideal candidate will possess a proven track record in providing exceptional IT support, troubleshooting complex issues, and delivering an outstanding customer experience. As an IT Service Desk Analyst, you will play a pivotal role in leading the day-to-day operations of the Service Desk, providing first-line IT support to Pennon Group colleagues and Partners, ensuring the efficient use of their IT equipment and business applications.
What you'll be doing:
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.
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
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
Resolve incidents and service requests within defined SLAs, continuously identifying and implementing opportunities for process improvement and optimisation of service delivery
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
Proactively identify potential service impacts and escalate to the Service Desk Manager to prevent service disruptions and maintain high levels of customer satisfaction
Develop and maintain self-help IT support materials, including knowledge base articles, FAQs, and instructional videos, to empower users and reduce support demand
Maintain effective communication with colleagues across various departments, including senior executives and non-technical staff, via phone, email, and the ITOnline self-serve portal
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
What we are looking for:
Experience in an IT Service Desk or similar role
Relevant certifications such as CompTIA A+, Network+, Security+, ITIL, or Microsoft Certified Professional (MCP) are highly desirable
Strong technical knowledge of Windows operating systems, Microsoft Office Suite, and networking concepts, including TCP/IP, DNS, DHCP, and VPN technologies
Experience in managing and maintaining hardware, such as desktops, laptops, printers, and mobile devices
Proficiency in remote support techniques and tools for diagnosing and resolving issues for remote users
Solid understanding of IAM concepts, processes, and tools, with familiarity with assigning and managing basic Role-Based Access Control "RBAC" roles
Excellent communication skills with a friendly approach to problem solving
A self-motivated individual who has the ability to work using their own initiative as well as work well in a team
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
Comprehensive experience of working with ITSM processes and familiarity of various ITSM tools
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
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.