Service Desk Analyst

Closing Date

2026-10-09

Job Title: Service Desk Analyst

Location: Durrington, Worthing - Hybrid working (minimum 2 days per week in the office)

Salary: based on experience and to be discussed at screening stage

At Southern Water, we're undergoing an exciting transformation as we deliver ambitious plans to improve services for our customers and create a positive impact on the environment. Technology plays a crucial role in this journey, and our Digital Service Desk is at the heart of supporting the business and ensuring our colleagues remain connected, productive, and supported.

We're looking for a proactive and customer-focused Service Desk Analyst to join our team. As the first point of contact for IT incidents and service requests, you'll provide high-quality support to over 5,000 internal and external users, helping to resolve technical issues while delivering an exceptional customer experience.

You'll be joining a collaborative team of 2 Team Leaders and 10 Analysts, working in a fast-paced environment where no two days are the same.

What You'll Be Doing

As a Service Desk Analyst, you'll be responsible for:

• Responding to IT support requests received via telephone, email, and self-service ticketing systems.
• Performing first-line triage, diagnosis, and resolution of incidents and service requests.
• Using your problem-solving skills to maximise first-time fixes and minimise disruption to users.
• Taking ownership of issues through to resolution, keeping users informed throughout.
• Logging, prioritising, categorising, and updating incident, problem, and request tickets.
• Troubleshooting technical issues remotely using desktop support tools.
• Escalating and reassigning tickets to second and third-line support teams when required.
• Confirming ticket resolution with users before closure and escalating issues where necessary.
• Working with third-party suppliers and vendors to support incident resolution.
• Building positive relationships with end users and delivering excellent customer service.
• Supporting the mobilisation of technical teams during Major Incidents.
• Acting as an ambassador for IT, consistently exceeding customer expectations.
• Contributing to the continuous improvement of IT support services and processes.
• Creating and maintaining knowledge articles and standard operating procedures.
• Committing to ongoing learning, development, and training opportunities.

What We're Looking For

We're keen to hear from candidates who have:

• Excellent customer service and communication skills.
• Experience working in a Service Desk, Help Desk, or IT Support environment.
• Strong troubleshooting and problem-solving abilities.
• A proactive approach to resolving issues and supporting users.
• The ability to prioritise workloads and manage multiple tasks effectively.
• Experience using IT service management or ticketing tools.
• A positive attitude and a commitment to continuous improvement.
• The flexibility to work a shift-based rota and hybrid working pattern.

Why Join Southern Water?

This is an exciting opportunity to be part of a business that is investing heavily in its people, technology, and future. You'll gain exposure to a wide range of technologies, work within a supportive team environment, and play a critical role in helping colleagues across the organisation succeed.

If you're passionate about technology, enjoy helping people, and thrive in a fast-paced support environment, we'd love to hear from you.