Summary: Do you have a talent for troubleshooting and a customer-focused mindset? Do you have the expertise to manage IT incidents and service requests from initial contact to resolution? We are seeking an IT Support Analyst to join our team. In this pivotal role, you will be the first and second line of defence for our end-users, providing essential technical support that keeps our business running smoothly. You'll be the hero who resolves incidents, fulfils service requests, and minimises disruptions, all while working within our IT Service Management (ITSM) system. 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. Maintain IT asset inventory keeping accurate records of IT assets Document troubleshooting steps and solutions in the ticketing system, ensuring accurate records are maintained. You'll need: Skills / Qualifications / Experience GCSEs (or equivalent) including English and Mathematics. Strong problem-solving and troubleshooting skills. Excellent communication and customer service skills with the ability to explain technical concepts to non-technical users. Ability to work independently and as part of a team. Good organisational skills with the ability to prioritise and multitask effectively. Proven experience in an IT support or help desk role. Hands-on experience with hardware troubleshooting and maintenance. Experience with ITSM systems (e.g., Jira Service Management). Experience with Active Directory and user account management. Relevant IT certifications (e.g., CompTIA A+, ITIL Foundation). NVQ Level 3 or higher in IT, Computing, or a related field Experience in supporting Google Workspace desirable. Knowledge of endpoint management platforms. Basic scripting skills desirable. Familiarity with resolving issues in a hybrid working setup (e.g., VPNs, remote access tools). Participation in IT hardware or software rollouts/migrations. 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: £26,000 - £32,000 dependent on experience. Be you, belong and valued. Grow a career with a meaningful purpose. Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match. We supply top-quality drinking water to 2.3 million customers in the southeast of England. Through a network of 9,000 miles of pipe, we deliver 544 million litres of water every day. It's the skill and expertise of our employees that ensures our water meets the highest standards. We make sure we can meet the needs of our customers both now and in the future. Grow a career with a meaningful purpose. • Come to work to be safe, valued, and trusted. • We’ll encourage you to create and pursue new opportunities for personal growth. • A place to be the real you, build deeper connections and enjoy a sense of belonging. • Be invested in helping us to create a sustainable water supply for now, and in the future.