Service Desk Analyst

Closing Date
31/12/2025

Job Title:
Service Desk Analyst

Location:
Durrington (Worthing)

Contract Type:
Permanent

Hours:
37 per week, hybrid, rotating shift basis

Salary:
Up to £33,000 DOE

There has never been a better time to join our organisation as we build towards a greener future, tackling climate change, minimising our environmental impact, and reducing our carbon footprint

We have an multiple opportunities to join our 1st Line Support service desk as a
Service Desk Analyst
where you will get to work on a variety of new and exciting technologies and on projects as we move through our huge Digital Transformation.

Starting in our service desk is a great entry into an IT career We have internally promoted several Service Desk Analysts into a variety of different roles across the Digital Directorate including Service Desk Management, Service Delivery and Application Support.

You will have experience working on an IT Service Desk, with excellent customer service skills, and you can adapt quickly in a fast-paced environment with conflicting priorities and always keep customer service at the forefront of everything they do.

Working hours are Monday – Friday on a rotating weekly shift basis as follows:

• 7am – 3pm (week 1)
• 8am – 4pm (week 2)
• 9am – 5pm (week 3)
• 11am – 7pm (week 4)

1 in every 8 weeks Saturday shift 8am – 2pm (with a 3-day weekend the following weekend)

Out of hours standby rota 6-8 nights a month with an additional daily allowance for this.

Responsibilities To Include
Working within a team of 8 Service Desk Analysts you will provide technical support to our userbase in a multitude of communication methods (telephone, email, self service portal and face-to-face - 70%). Managing request fulfilment, escalations, ad hoc jobs and project activities (30%)

Although the role will remain varied, day to day activities will include:

• Taking inbound IT support requests and logging on ServiceNow ticketing system
• Aiming for 1st line fix where possible
• Escalating any unfixable issues to 2nd and 3rd line support
• Meeting internal clients at the desk side to assist with hardware and software issues with the aim to resolve at first line
• Password resets using Active Directory (AD)
• Assisting users with multi factor authentication issues
• Assisting users when new technology is rolled out

Skills And Experience Neded

• Previous experience in a service desk environment
• Experience using Active Directory for password resets etc
• Excellent IT skills
• Strong customer service skills/ experience
• Strong written and spoken English
• Organisational skills and ability to multitask when there are conflicting priorities
• Enjoys learning and adopting new technologies

Package
This role will be full time on a shift basis, Monday to Friday plus on call with a hybrid approach to working between our Durrington office and home.

Benefits
We are offering a salary of up to £33,000 per annum depending on skills and experience as well as other benefits including:

• Generous pension up to 11% company contribution
• 25 days annual leave
• Life assurance equal to 4x salary
• Salary sacrifice electric car scheme (after 6 months service)
• Health Cash Plan
• Full funded eye tests
• Two paid volunteering days a year
• Occupational health service
• Discounts with over 800 popular retailers
• Digital GP service
• Study support may be available for job-related qualifications (if position goes permanent)
• Competitive maternity leave and flexible return to work options
• Cycle to work scheme

Does this opportunity excite you but you're not 100% sure if you meet all the requirements for the role? Or are you concerned that 'normal' office hours aren't possible given your personal circumstances? Whilst we can't accommodate every flexible working request, we'll try to find a practical solution. So why not engage with us and find out more about this role?

If this role isn't quite what you're looking for but are keen to be contacted about opportunities at Southern Water, you can register your details here: Introduce Yourself )

Our customers are at the heart of everything we do, because delivering water for life is our core purpose. To achieve this, we need 24/7 support in place to resolve incidents quickly and efficiently. All our employees understand the importance of out-of-hours incident support – because when problems appear, fixing them is our top priority. That's why our people join together and support when and however needed to make sure our customers get the service they deserve. Joining the Southern Water family means you'll become part of our incident support team. During your interview, your manager will speak to you about any incident support rotas that apply to your position.

Privacy Statement
Please note: If you are an existing Southern Water employee, you will need to confirm within your application that your Manager is aware of your application.

All applicants must be eligible to live and work in the UK. You will need to provide evidence of eligibility (e.g. a passport or long birth certificate and proof of NI) and current proof of address (dated within the last 3 months), will be required as part of the recruitment process. If you do not meet these criteria, your application will not be considered.