Service Desk Analyst

Closing Date

Job Title: Service Desk Analyst

Location: Durrington hybrid working
Contract Type: Permanent
Hours: 37 hours per week
Salary: from 30k

About the role

Join one of the regions best-in-class Service Desks known for delivering exceptional customer satisfaction and fast effective support. As a Service Desk Analyst youll be a key part of our high-performing 1st Line Support function an energetic problem-solving team that thrives on delivering a first-time fix wherever possible.

Youll be joining at an exciting moment as we continue through a major Digital Transformation giving you exposure to new technologies and real opportunities to grow.

Our Service Desk is a proven springboard into wider IT careers five team members progressed to senior or specialist IT roles last year alone.

Youll be working alongside a tight-knit team of eight analysts supporting colleagues across the business via phone email self-service and face-to-face interactions.

What you will be responsible for

• Providing high-quality first-line technical support across multiple channels resolving issues quickly and delivering an outstanding customer experience.
• Logging and managing incidents and requests using ServiceNow ensuring accurate documentation and timely updates.
• Achieving first-time fix wherever possible following troubleshooting processes and applying technical knowledge to resolve issues effectively.
• Escalating tickets to 2nd and 3rd line teams when required ensuring smooth handover and clear communication.
• Supporting users on-site when needed including desk-side assistance for software and hardware issues.
• Carrying out routine tasks such as password resets in Active Directory and assisting with multi-factor authentication and new technology rollouts.

Additional Requirements

• Shift rota (MonFri):
  • 7am3pm
  • 8am4pm
  • 9am5pm
  • 11am7pm
• Weekend rota: 1 in every 8 weeks (Saturday 8am2pm) with a 3day weekend the following week.
• Standby: Paid out-of-hours standby (68 nights per month).
• Occasional travel across sites for desk-side support.

What youll bring to the role

Essential

• Experience in a fast-paced IT service desk or customer support environment.
• Strong customer service focus with the ability to stay calm proactive and solutions-oriented.
• Good IT skills with hands-on experience of troubleshooting common hardware/software issues.
• Experience using Active Directory for password resets and account management.
• Excellent communication skillsboth written and verbalwith the ability to explain technical issues clearly.
• Strong organisational skills including the ability to manage conflicting priorities in a busy environment.

Desirable

• ITIL Foundation certification or experience working in an ITIL-based environment.
• Exposure to ServiceNow or similar ITSM tools.
• Experience supporting Microsoft 365 environments or multi-factor authentication solutions.

Southern Water is at the forefront of transforming Britains water industry investing significantly to enhance resilience sustainability and service excellence. With 7.8bn planned investment for 2025-30 this is an unparalleled opportunity to join a business committed to delivering a generational shift in the way water services are managed.

You will be joining at a time ofsignificant change working alongside a highly skilled leadership team witha clear visionfor the future. We offer an environment where senior professionals can make a meaningful impact influence major strategic decisions and drive long-term value creation

At Southern Water we believe diverse perspectives drive innovation. Ifyourepassionate about making a positive impact and think you can bring value to our teamwedlove to hear from youeven if youdonttick every box. Your unique skills and experiences could be exactly what we need.

If this roleisntquite whatyourelooking for but are keen to be contacted about opportunities at Southern Water you can register your details here: Introduce Yourself (-Introduce Yourself)

Our Commitment to Diversity

We welcome applicants from all backgrounds identities and experiences. We do not discriminate based on race ethnicity gender sexual orientation age disability religion or any other protected characteristic. If you need reasonable adjustments during the recruitment process please let us know.

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