11 Oct
South West Water
Exeter
Job description
At South West Water we believe that the strongest businesses are built on solid, stable foundations - with a vision and a culture that gives them the freedom to change, improve and innovate.
We’re proud to be responsible for providing reliable, efficient and high-quality drinking water and wastewater services for the beautiful South West area.
And we have huge ambitions. Not only are we committed to reaching net-zero by 2030, but we’ve also partnered with Wildlife Trusts, National Parks and local partners to help ensure a better future for generations to come.
So, if you want to be part of a diverse team where opportunities flow and fresh ideas are welcomed, #JustAddWater.
Are you an experienced Deskside Support Analyst looking for a new and challenging role within one of the South West’s largest companies?
Are you passionate about playing a meaningful role whilst helping, supporting, and building relationships with colleagues around the business?
A fantastic opportunity has arisen for an experienced Deskside Support Analyst to join our IT Support team, based in Exeter , working Monday to Friday, 37 hours a week.
Joining us on a full-time, permanent basis, you will receive a competitive salary of up to £ 29,484 - £36,036 per annum depending on skills and experience, plus excellent benefits.
About the role : As a Deskside Support Analyst you are responsible for providing a high quality and essential support service to all of your 4,000 Pennon Group colleagues and Partners IT issues, that are either too technical, too time-consuming or uncommon, which cannot be resolved from a 1st line perspective (IT Service Desk).
You will regularly visit Pennon business sites, to resolve IT hardware and network issues,
which cannot be resolved remotely.
You will be innovative and creative and thrive on solving complex IT problems.
What you’ll be doing :
- Providing 2nd line IT support services, remotely or locally, to your South West Water work colleagues
- Prioritising and managing workload effectively, managing multiple open Incidents and Service Requests tickets simultaneously
- Creating and maintaining standard documentation and process guides on problem resolution and fixes so that advice and guidance is current
- Ensuring the resolution of Incidents and the fulfilment of Service Requests are in accordance with agreed Service levels and identifying opportunities to support continual process improvement
- Building and configuring new IT hardware, including desktops, laptops, tablets,
mobile phones and printers
- Regularly visiting Pennon business sites, to resolve IT issues whilst building relationships with your colleagues
- Liaising with 3rd line IT colleagues and re-directing complex tickets to the appropriate internal IT team with specialist skills, whilst maintaining communications and regular updates to users
- Identifying opportunities for improvement and implementing initiatives to produce faster fulfilment times and take advantage of automation
- As a member of the wider IT Support team, support operational priorities and assist other teams across the department where required
What we are looking for :
- Strong IT support working experience, with the ability to troubleshoot and diagnose complex IT issues
- Previous experience working in an IT technical support role for at least 3 years
- Educated to degree level standard or equivalent, or able to demonstrate working to degree level
- Exceptional troubleshooting skills and Problem Management experience, with investigating problems in systems, processes and services, with an understanding of the level of a problem (for example, strategic, tactical, operational).
Ability to contribute to the implementation of remedies and preventative measures.
- A strong working knowledge of Windows 10 and excellent M365 experience including Exchange online, Teams, SharePoint, Intune and Azure
- An understanding of SCCM and remote-control tools
- Familiarity with Citrix, Active Directory, anti-malware technology and enterprise storage arrays / backup technology
- General Network administration and troubleshooting,
TCP / IP and WAN / LAN / Wi-Fi and network implementations (router, switch, access point installations)
- Comprehensive experience of working with ITSM processes and familiarity of various ITSM tools including ServiceNow
- You can identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions
- A strong work ethic, with the ability to multitask and be able to work in a dynamic working environment
- Excellent written and verbal communication skills, including the ability to explain technology solutions in business terms, establish rapport and influence others without direct authority
- A full UK Driving licence
What's in it for you :
We know that the support and commitment of our staff is key to our success so you will receive the opportunity for ongoing development and training for a long-term career with us.
We’re one of the largest companies in the South West and are proud to have been awarded Investors in People recognition.
In return, we offer an excellent range of benefits including :
- Generous holiday allowance plus bank holidays
- A discretionary Bonus
- Competitive Contributory Pension
- Share-save Scheme
- Various health benefits
- Wellbeing support programmes
- A range of Group Discounts
- Cycle to Work Scheme
- Financial support services
- And plenty more!
Closing Date : Thursday 17th October 2024 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.
▶️ Deskside Support Analyst
🖊️ South West Water
📍 Exeter