IT Support Specialist

1 month ago


Exeter, Devon, United Kingdom South West Water Limited Full time
About the Role

We are seeking an experienced IT Support Specialist to join our team at South West Water Limited. As a Deskside Support Analyst, you will be responsible for providing high-quality support services to our colleagues and partners, resolving complex IT issues and building relationships with our teams.

Key Responsibilities:

  • Providing 2nd line IT support services, remotely or locally, to our 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
Requirements
  • 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 We Offer

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. b>

  • Generous holiday allowance plus bank holidays
  • A discretionary Bonus
  • Competitive Contributory Pension
  • Share-save Scheme
  • A range of Group Discounts
  • Cycle to Work Scheme
  • Financial support services
  • And plenty more


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