About the role
Join one of the region’s best-in-class Service Desks, known for delivering exceptional customer satisfaction and fast, effective support. As a Service Desk Analyst, you’ll be a key part of our high-performing 1st Line Support function an energetic, problem-solving team that thrives on delivering a first-time fix wherever possible.
You’ll be joining at an exciting moment as we continue through a major Digital Transformation, giving you exposure to new technologies and real opportunities to grow.
Our Service Desk is a proven springboard into wider IT careers five team members progressed to senior or specialist IT roles last year alone.
You’ll be working alongside a tight-knit team of eight analysts, supporting colleagues across the business via phone, email, self-service, and face-to-face interactions.
What you will be responsible for
*Providing high-quality first-line technical support across multiple channels, resolving issues quickly and delivering an outstanding customer experience.
*Logging and managing incidents and requests using ServiceNow, ensuring accurate documentation and timely updates.
*Achieving first-time fix wherever possible, following troubleshooting processes and applying technical knowledge to resolve issues effectively.
*Escalating tickets to 2nd and 3rd line teams when required, ensuring smooth handover and clear communication.
*Supporting users on-site when needed, including desk-side assistance for software and hardware issues.
*Carrying out routine tasks such as password resets in Active Directory and assisting with multi-factor authentication and new technology rollouts.
Additional Requirements
*Shift rota (Mon–Fri):
*7am–3pm
*8am–4pm
*9am–5pm
*11am–7pm
*Weekend rota: 1 in every 8 weeks (Saturday 8am–2pm) with a 3-day weekend the following week.
*Standby: Paid out-of-hours standby (6–8 nights per month).
*Occasional travel across sites for desk-side support.
What you’ll bring to the role
Essential
*Experience in a fast-paced IT service desk or customer support environment.
*Strong customer service focus, with the ability to stay calm, proactive, and solutions-oriented.
*Good IT skills with hands-on experience of troubleshooting common hardware/software issues.
*Experience using Active Directory for password resets and account management.
*Excellent communication skills—both written and verbal—with the ability to explain technical issues clearly.
*Strong organisational skills, including the ability to manage conflicting priorities in a busy environment.
Desirable
*ITIL Foundation certification or experience working in an ITIL-based environment.
*Exposure to ServiceNow or similar ITSM tools.
*Experience supporting Microsoft 365 environments or multi-factor authentication solutions.
Southern Water is at the forefront of transforming Britain’s water industry, investing significantly to enhance resilience, sustainability, and service excellence. With £7.8bn planned investment for 2025-30, this is an unparalleled opportunity to join a business committed to delivering a generational shift in the way water services are managed.
You will be joining at a time of significant change, working alongside a highly skilled leadership team with a clear vision for the future. We offer an environment where senior professionals can make a meaningful impact, influence major strategic decisions, and drive long-term value creation
At Southern Water, we believe diverse perspectives drive innovation. If you’re passionate about making a positive impact and think you can bring value to our team, we’d love to hear from you—even if you don’t tick every box. Your unique skills and experiences could be exactly what we need.
Our Commitment to Diversity
We welcome applicants from all backgrounds, identities, and experiences. We do not discriminate based on race, ethnicity, gender, sexual orientation, age, disability, religion, or any other protected characteristic. If you need reasonable adjustments during the recruitment process, please let us know.
Additional information:
In line with Southern Water’s security requirements, successful candidates will be required to provide evidence of their identity, eligibility to work in the UK, criminal record check (DBS) and verification of their employment and/or education history for the past three years.
Appointment to this role is subject to the successful completion of all preemployment checks, including security vetting.
Please note that if a candidate does not meet the required security standards or fails to pass the vetting process, Southern Water reserves the right to withdraw the offer of employment. Some positions may also require higher levels of security vetting, which may involve providing additional documentation.