IT Support Analyst/Engineer
Cornwall, England
South West Water – SWW - IT /
Permanent full-time /
On-site
At South West Water we believe that the strongest businesses are built on solid, stable foundations - with a vision and a culture that gives them the freedom to change, improve and innovate.
We’re proud to be responsible for providing reliable, efficient and high-quality drinking water and wastewater services for the beautiful South West area.
And we have huge ambitions.
Not only are we committed to reaching net-zero by 2030, but we’ve also partnered with wildlife charities, National Parks and local partners to help ensure a better future for generations to come.
So, if you want to be part of a diverse team where opportunities flow and fresh ideas are welcomed, #JustAddWater.
Are you an experienced IT Support Analyst/Engineer looking for a new and challenging role within one of the South West’s largest companies? Are you passionate about playing a meaningful role whilst helping, supporting, and building relationships with colleagues around the business?
A fantastic opportunity has arisen for an experienced IT Support Analyst to join our IT Support team, based in St Austell, working Monday to Friday, 37 hours a week. Joining us on a full-time, permanent basis, you will receive a competitive salary, starting from £25,518 per annum depending on skills and experience, plus excellent benefits.
About the role:
As a Service Request Analyst, you will be responsible for the provisioning the fulfilment of Service Requests, which have been raised via the Group IT service catalogue. This includes planning and initiating the required work items and other activities to progress and deliver the service request.
You will be responsible for prioritising and monitoring urgent service requests, seeking business justification where necessary. You will provide detailed advice and guidance to all employees in the effective use of the service catalogue system, the selection and/or specification of the appropriate services to meet their need, involving specialist colleagues to assist as appropriate. You will liaise with customers providing a single point of contact for customers about requests, including responding to customers requesting updates and more general queries on the status of outstanding work, giving regular and timely updates to the customer concerning the progress of their request.
What you'll be doing:
- Ensuring the fulfilment of Service Requests are in accordance with agreed IT support processes, whilst adhering to service level agreements (SLAs)
- Provide Identity Management and Service Request fulfilment support services, supporting a Customer centric culture by demonstrating skills, values and behaviours expected in a ‘Customer’ facing role
- Demonstrate adherence to process and provide assurance to audit functions that access is being granted accurately and responsibly
- Manage the fulfilment of software upgrades in line with Change Management governance
- Building and configuring new IT hardware, including desktops, laptops, tablets, mobile phones and printers
- Maintain the Client Asset Management database in our Service Management tool, ServiceNow and associated systems
- Prioritising and managing workload effectively, managing multiple 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
- 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
- Regularly visiting Pennon business sites, to resolve IT issues whilst building relationships with your colleagues
- As a member of the wider IT Support team, support operational priorities and assist other teams across the department where required
What we are looking for:
- 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 2 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.
- Detailed working knowledge of IT Security frameworks such as ISO27001
- A strong working knowledge of Windows 10 and excellent M365 experience
- In-depth knowledge of technical solutions covering areas such as Active Directory, Azure AD, Privilege assignment, AD Group management and their core functionalities
- An understanding of SCCM and remote-control tools
- Comprehensive experience of working with ITSM processes and familiarity of various ITSM tools
- Familiarity with assigning and managing basic Role-Based Access Control "RBAC" roles
- Solid understanding of IAM concepts, processes, and tools
- Detailed working knowledge of ITIL framework
- Ability to create and maintain documentation for the IAM processes and configurations
- 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's in it for you:
- Generous holiday allowance plus bank holidays
- A discretionary Bonus
- Competitive Contributory Pension
- Share-save Scheme
- Various health benefits
- Wellbeing support programmes
- A range of Group Discounts
- Cycle to Work Scheme
- Financial support services
- And plenty more!
Closing date: 2nd April 2024
Be yourself, we like it that way. Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness.
Our core values which are essential to our success are:
Be Rock Solid - Build trust and be trusted. Be the one we all look to and can depend on.
Be You - We want you to bring your best everyday. Be yourself and make your mark in your individual way.
Be the Future - Embrace change. Drive Progress. Own the challenge.
