Overview
Service Desk Analyst at Southern Water. Location: Durrington (Worthing). Contract: Permanent. Hours: 37 per week, hybrid, rotating shift basis. Salary: Up to £33,000 DOE. Closing Date: 31/12/2025.
There are multiple opportunities to join our 1st Line Support service desk where you will work on a variety of new and exciting technologies and on projects as we move through our Digital Transformation. This role provides an entry into an IT career with opportunities to progress into roles across the Digital Directorate including Service Desk Management, Service Delivery and Application Support.
Responsibilities
* Working within a team of 8 Service Desk Analysts to provide technical support to our user base via telephone, email, self-service portal and face-to-face (approximately 70%).
* Managing request fulfilment, escalations, ad hoc tasks and project activities (approximately 30%).
* Taking inbound IT support requests and logging them on the ServiceNow ticketing system.
* Aiming for first‑line fixes where possible.
* Escalating 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 Needed
* 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 with conflicting priorities.
* Willingness to learn and adopt new technologies.
Package
This role is full time on a shift basis, Monday to Friday plus on call with a hybrid approach to working between the Durrington office and home.
Benefits
* Salary up to £33,000 per annum depending on skills and experience, plus other benefits.
* 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 of 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.
Compliance
Privacy Statement: 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., passport or long birth certificate and proof of NI) and current proof of address (dated within the last 3 months) as part of the recruitment process. If you do not meet these criteria, your application will not be considered.
Seniority level: Entry level. Employment type: Full-time. Job function: Information Technology. Industries: Utilities.
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