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Technical Support Specialist
2 months ago
At South West Water Limited, we understand that robust organizations are founded on strong, stable principles, supported by a vision and culture that fosters adaptability, enhancement, and innovation.
We take pride in delivering dependable, effective, and high-quality drinking water and wastewater services across the picturesque South West region.
Our aspirations are significant.
We are dedicated to achieving net-zero emissions by 2030 and have collaborated with various environmental organizations and local partners to ensure a sustainable future for upcoming generations.
If you are eager to join a diverse team where opportunities abound and innovative ideas are encouraged, we invite you to consider this role.
We currently have an opening for a Technical Support Specialist, seeking a driven individual to become part of our team.
In this full-time, permanent role, you will receive a competitive salary ranging from £25,518 to £28,000 annually, along with excellent benefits.
This position presents a fantastic opportunity for a highly motivated individual aiming to advance their IT career, collaborating with over 100 experienced IT professionals, many of whom began their careers in technical support.
Reporting to the Service Desk Manager, your responsibilities will include accurately documenting issues and exploring all avenues for resolution at the initial point of contact, showcasing empathy and a genuine commitment to providing exceptional IT support to all colleagues.
This role requires a positive attitude, strong communication skills, analytical thinking, and problem-solving abilities to deliver first-level technical support, as well as the capability to research, resolve, and escalate IT issues when necessary.
Our service desk operates Monday through Friday from 8 AM to 5 PM, and you will work alongside other IT professionals within the service desk.
Key Responsibilities:
- Identify and implement immediate corrective actions to resolve or contain issues directly, utilizing technical and problem-solving skills to address 70-80% of incoming inquiries, including phone calls, tickets submitted through our IT Self-Service Portal, and walk-ins.
- Document incidents using ITIL-aligned support management processes and tools to assess user impact and apply the appropriate priority according to established procedures.
- Resolve incidents and service requests in accordance with defined service level agreements (SLAs) and identify opportunities for continuous process improvement.
- Provide Identity Management support services, ensuring that PC access requests are fulfilled in line with agreed information security practices, thereby assuring compliance with audit functions.
- Assemble and configure new IT hardware, including desktops, laptops, tablets, and mobile devices.
- Coordinate next steps with users, monitoring progress while keeping them informed of updates in a timely, positive, and professional manner.
- When necessary, assign incidents and service requests that cannot be resolved at the first level to the appropriate internal IT teams for further resolution.
- Proven experience in IT support, with the ability to troubleshoot and diagnose complex technical issues.
- Familiarity with Active Directory, Microsoft Windows 10, and M365, as well as experience with remote desktop and help desk applications.
- Solid understanding of Identity and Access Management (IAM) concepts, processes, and tools.
- Experience in assigning and managing basic Role-Based Access Control (RBAC) roles.
- Comprehensive experience with IT Service Management (ITSM) processes and familiarity with various ITSM tools.
- Excellent communication skills with a friendly approach to problem-solving.
- A strong work ethic, with the ability to multitask, organize, and prioritize tasks in a dynamic environment.
- Logical thinking and strong problem-solving skills.
We value individuality and believe in fostering a culture of belonging, where inclusion is instinctive. Diversity is our strength and reflects our communities. We celebrate uniqueness and uphold core values essential to our success:
- Be Rock Solid: Build trust and be trusted.
- Be You: Bring your best self every day.
- Be the Future: Embrace change and drive progress.
