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. Do you have a passion for IT and aspire to build your career in the IT industry? Are you someone who has strong customer service skills and thrives on delivering exceptional service? We currently have a fantastic opportunity available for an enthusiastic Entry Level Service Desk Analyst to join our dynamic team based in Exeter. You will join us on a 6-month Fixed Term Contract, and in return, you will receive a competitive salary of 24,116 per annum (pro rata for a 6-month fixed term contract) plus a range of excellent company benefits + rewards. About the role: As the Entry Level Service Desk Analyst, you'll utilise your strong customer service and technical IT skills to provide exceptional first-line IT support across the Group, including Bristol Water, South West Water, and Bournemouth Water. Reporting to the Service Desk Manager, you will be the first point of contact for IT incidents and requests, managing expectations, accurately capturing and resolving issues, with a focus on delivering outstanding service to our IT customers and colleagues. If you re driven, empathetic, and ready to make a real impact in the IT industry, we want to hear from you! What you ll be doing:Assisting with troubleshooting basic IT problems related to Microsoft and Windows environments, ensuring quick and effective solutions. Logging Incidents using ITIL aligned support management processes and tools to ascertain the impact to the user and applying the appropriate priority according to the IT Service Desk Procedure Providing Identity Management support services, ensuring the resolution of PC access requests are fulfilled in accordance with agreed Information Security practices and processes, providing assurance to Audit functions that access is being granted accurately and responsibly Agreeing next course of action with users, monitoring progress whilst keeping the users up to date with the latest progress in a timely, positive, enthusiastic, professional and courteous manner When required, assign Incidents and Service Requests that cannot be resolved at first line to the appropriate internal IT team for resolution (2nd and 3rd line internal IT teams) Escalating any potential impacts to service to the Service Desk Manager to maintain customer satisfaction Enhancing your technical skills continuously, upskilling and progressing into a more senior Service Desk position. Work closely with senior IT specialists to gain hands-on experience and grow your expertise. Supporting the activities of the wider IT Service Delivery team if required What we are looking for:5 GCSEs or equivalent (including Math s and English, minimum Grade C) Maintains a positive, flexible approach to work, engaging positively in change and is driven to ensure required outcomes are delivered Takes responsibility to maintain business knowledge, IT governance and technical skills up to date Demonstrate a strong Customer Service orientation, taking ownership to ensure the effective resolution of questions, requests and issues by the appropriate team Excellent written and verbal communication skills, including the ability to explain technology solutions in business terms, establish rapport and influence others without direct Seeks to understand, communicate and implement information security policies and behaviours What's in it for you: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:Generous holiday allowance plus bank holidaysBuy or sell annual leave to offer you extra flexibilityBuy a bike and safety equipment tax-free, through our Cycle to Work schemeWe offer free car parking at the majority of our sitesTake up to 26 weeks additional maternity leaveShare your parental leave and split your time off to care for your child how you chooseInvest in Pennon Group Plc through our employee share schemesWe support our people by offering a free, confidential Employee Assistance ProgrammeLook after your wellbeing with our Champion Health support platformEnjoy free eye tests and discounts on frames and lenses at SpecsaversEnjoy access to thousands of deals and discounts on supermarkets, high street shops, online retailers, travel, eating out, cinemas, gyms and much more though PerkboxA range of group discounts: The Dell Advantage Programme, Virgin Media Affinity Scheme, Vodafone Advantage and moreA discretionary BonusCompetitive Contributory PensionClosing Date: Sunday 1st September 2024 If you are looking for a new challenge, please click apply now to be considered as our Entry Level Service Desk Analyst- we look forward to receiving your application. 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.











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