Junior IT Support Analyst - #136216

Summary:

Do you thrive on solving technical challenges and delivering exceptional customer service?

Are you passionate about IT and eager to kick-start your career in tech support?

If this sounds like you, then you’ll want to learn more about this opportunity…

The Junior IT Support Analyst is a member of the IT Service Desk team. This role provides first-line technical support to end users, ensuring timely resolution of IT incidents and requests, predominantly via telephone, face to face our via our Service Management platform - Jira. The majority of resolutions are completed "remotely".

The Junior Analyst will also assists with IT equipment and hardware support, contributing to the smooth operation of IT systems across the business. This role requires excellent customer service skills, technical problem-solving capabilities, and a proactive approach to managing IT-related challenges. A passion for and interest in IT is a must.

Main Responsibilities

• Act as the first point of contact for IT-related incidents and service requests, providing effective resolution or escalation as necessary.
• Troubleshoot and resolve hardware, software, and network issues for end users.
• Assist with new starter setups, including laptop configuration, software installation, and account provisioning.
• Support the maintenance of IT equipment, including laptops, peripherals, and docking stations.
• Document troubleshooting steps and solutions in the ticketing system, ensuring accurate records are maintained.
• Collaborate with Senior IT Support Analysts on escalated or complex issues.
• Contribute to the creation and updating of knowledge base articles and IT support documentation.
• Participate in hardware and application deployment projects, including upgrades and migrations.
• Provide end-user training and guidance on IT systems and tools.
• Ensure adherence to IT security policies and procedures, escalating risks or breaches as appropriate.
  
  

You'll need:

Skills / Qualifications / Experience

• Collaborate with Senior IT Support Analysts on escalated or complex issues.
• Relevant IT certifications (e.g., CompTIA A+, ITIL Foundation, or equivalent). Demonstrable knowledge of Windows 10/11 and productivity tools NVQ Level 3 or higher in IT, Computing, or a related field would be desirable.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Good organisational skills with the ability to prioritise and multitask effectively.
• Diagnostic and troubleshooting skills for hardware, software, and networks would be advantageous.
• Familiarity with ITSM tools and ticketing systems (e.g., Jira Service Management) is desirable.
• Previous experience of working in a phone based customer service environment, taking care of a customer’s needs by providing and delivering professional, helpful, high quality service and assistance is essential.
  
  

We want to be the water company people want to be supplied by and want to work for.

We know the communities we serve are diverse. We recognise creativity comes from diversity not similarity. That’s why we are enthusiastic about creating inclusion across age, race, gender, ethnicity, religion and identity. You will experience our dedication to equal opportunities and fair treatment for all: through your recruitment, employment and career progression with South East Water.

Benefits package:

• Excellent Stakeholder pension scheme, up to 10% employer contribution.
• 5 weeks holiday plus bank holidays per annum, increasing to 6 weeks with length of service.
• Flexible annual leave policy to buy or sell holiday leave.
• Paid volunteering days.
• Cycle to work scheme.
• Health cash plan.
• Life assurance.
• Wellbeing related benefits.
  
  

What can you expect from your recruitment?

• To apply for this position, please submit your CV on our career’s website.
• It is necessary for you to have the legal right to work in the UK when you begin employment with South East Water.
• Additionally, as part of the employment offer, you will need to pass background, identity, and employment referencing checks.
  
  

If this sounds like the opportunity you’ve been looking for, apply now!

South East Water kindly asks that recruitment agencies refrain from submitting CVs to our employees or associates without explicit invitation from our HR Resourcing team. CVs sent on a speculative basis will not be acknowledged and will not assume any responsibility for fees or commissions in the event that we hire a candidate who applied directly or subsequently introduced by an instructed agency.

Compensation package:

£23000 - £25000