Deskside Analyst

Salary: £35,000 - 35,000 per year

Requirements:

• We are looking for an experienced IT support professional with proven 2nd line support experience in a complex enterprise environment.
• We need strong analytical and problem-solving skills, with the ability to diagnose and resolve a broad range of technical issues across hardware, software, networking, and end-user technologies.
• We value experience working within ITIL-aligned support environments.
• We require experience using ITSM platforms to manage incidents and service requests.
• We need strong interpersonal and communication skills, with the ability to engage effectively with technical and non-technical stakeholders.
• You must be able to manage multiple priorities, maintain attention to detail, and meet SLA commitments.
• Experience with Microsoft 365, Windows 11, Microsoft Exchange Online, Microsoft Entra ID, Microsoft Intune, Microsoft Configuration Manager (SCCM), Microsoft Defender for Endpoint, BitLocker, and Citrix Virtual Apps and Desktops is highly desirable.
• Relevant industry certifications such as Microsoft, ITIL, CompTIA, Cisco, or equivalent technical qualifications are required.
• A full UK driving licence is essential due to travel across Pennon sites.

Responsibilities:

• We act as the main technical escalation point for complex IT incidents and service requests.
• We diagnose and resolve hardware, software, networking, and end-user computing issues.
• We perform root cause analysis and implement long-term solutions to prevent recurring issues.
• We manage and update service tickets within our IT Service Management platform.
• We ensure incidents and requests are resolved within agreed Service Level Agreements.
• We provide remote and on-site support across Pennon Group locations.
• We build, configure, deploy, and support laptops, desktops, mobile devices, and associated technologies.
• We collaborate with 3rd line teams and technical specialists to resolve high-level technical issues.
• We support endpoint lifecycle management, including provisioning, deployments, replacements, patching, and asset management.
• We deliver technical guidance and knowledge sharing to colleagues and end users.
• We maintain and improve technical documentation, knowledge articles, and user guides.
• We identify trends, recurring incidents, and opportunities for service improvement.
• We contribute to the ongoing development of IT processes and service delivery standards.

Technologies:

• Citrix
• Cisco
• Hardware
• Support
• ITIL
• ITSM
• Microsoft 365
• Microsoft Intune
• Mobile
• Windows
• Office 365

More:

We are South West Water, part of Pennon Group, and we keep the South West flowing with safe, reliable drinking water and wastewater services across some of the UKs most stunning landscapes. Our Exeter HQ offers a full-time, permanent Deskside Analyst role in our IT Services team, with a salary of £35,530 plus excellent benefits including an annual bonus scheme, pension scheme, flexible working options, and healthcare benefits. We support essential services for communities across the South West, invest in our people and technology, and offer a collaborative environment where your expertise is valued and your development is encouraged. We are committed to diversity, inclusion, and belonging, and we welcome applications from everyone.

last updated 37 week of 2026