Junior IT Support Analyst

3 weeks ago

Exeter, Devon, United Kingdom South West Water Full time
About South West Water: At South West Water, we are committed to providing high-quality drinking water and wastewater services. Our vision is to foster a culture of innovation and improvement, aiming for net-zero by 2030 while collaborating with local partners for a sustainable future. Position Overview: We are seeking a motivated and detail-oriented Entry-Level Service Request Analyst to join our dynamic team. This role is ideal for individuals eager to begin their career in IT support within a customer-focused environment. Key Responsibilities:
  • Collaborate with the IT Service Delivery Team to ensure support services are adequately staffed during operational hours.
  • Process Service Requests in alignment with established IT support protocols and service level agreements (SLAs).
  • Manage multiple Service Request tickets efficiently, prioritizing tasks effectively.
  • Assist in the installation and maintenance of hardware and peripherals.
  • Support operating system and software installations and upgrades.
  • Provide Identity Management support, ensuring PC access requests are handled in accordance with security practices.
  • Maintain the Client Asset Management database using our Service Management tool.
  • Conduct handover sessions for IT equipment with new employees.
  • Develop and enhance self-help IT support resources.
  • Communicate effectively with colleagues across various levels of IT proficiency.
  • Report any potential service impacts to the Senior Analyst.
Qualifications:
  • Minimum of 5 GCSEs or equivalent, including Maths and English (Grade C or above).
  • Familiarity with Windows 10 and Office 365.
  • Strong analytical and administrative skills with keen attention to detail.
  • Excellent customer service skills, with a focus on resolving inquiries and issues.
  • Strong organizational abilities to manage workload independently.
  • Resilience and adaptability to changing priorities.
  • Ability to follow support management processes and escalate security concerns appropriately.
  • Proficient written and verbal communication skills, capable of translating technical solutions into business language.
Benefits: At South West Water, we value our employees and offer a comprehensive benefits package, including:
  • Generous holiday allowance and bank holidays.
  • Flexible annual leave options.
  • Cycle to Work scheme for purchasing bikes and safety equipment.
  • Free car parking at most locations.
  • Additional maternity leave options.
  • Employee share schemes.
  • Access to a confidential Employee Assistance Programme.
  • Wellbeing support through our Champion Health platform.
  • Discounts on eyewear and various retail offers.
  • Group discounts on services and products.
  • Competitive contributory pension scheme.
Join Us: We are dedicated to fostering a culture of belonging and inclusivity, where diversity is celebrated and valued. Our core values emphasize trust, individuality, and progress. We look forward to welcoming new talent to our team.

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