IT Support Analyst

Summary:

Join our IT Support team at our Farnborough office as an IT Support Analyst to provide crucial first and second-line technical support!

This role focuses on delivering on-site assistance, especially in our Western region, including our Farnborough laboratory and, occasionally, other regional offices/sites.

You'll ensure minimal disruption to business operations by efficiently resolving incidents and service requests, utilising the IT Service Management (ITSM) system to log, track, and manage support tickets.

Main Responsibilities

• Act as the first point of contact for IT-related incidents and service requests across the Western Region, prioritising on-site support at the Farnborough laboratory and providing effective resolution or escalation as necessary.
• Troubleshoot and resolve hardware, software, and network issues for end users, with a specific focus on IT equipment connected to laboratory instruments at the Farnborough laboratory.
• Assist with new starter setups, including laptop configuration, software installation, and account provisioning.
• Proactively support the maintenance and preventative checks of IT equipment, including laptops, peripherals, docking stations, and specialised IT Equipment at the Farnborough laboratory, minimising downtime.
• Maintain IT asset inventory, keeping accurate records of IT assets, and manage the collection of IT equipment to/from the Snodland head office/Western region.
• Document detailed troubleshooting steps and solutions in the ticketing system, ensuring accurate and comprehensive records are maintained for future reference and knowledge sharing.
• Collaborate with Senior IT Support Analysts on escalated or complex issues and actively engage with the central IT Support team at HQ (Snodland) through frequent on-site attendance (approximately 2-3 times per month), participating in meetings, knowledge sharing, and collaborative problem-solving to ensure consistent service delivery across all regions
• Contribute to the creation and updating of knowledge base articles and IT support documentation, ensuring accuracy and relevance for end-users, especially regarding lab-specific issues.
• Participate in hardware and application deployment projects, including upgrades and migrations, considering the broader impact on the Western Region and the Farnborough laboratory.
• Provide clear and concise technical assistance to end-users with varying levels of technical proficiency, including training when required.
• Ensure adherence to IT security policies and procedures, escalating risks or breaches as appropriate.
  
  

You'll need:

Skills / Qualifications / Experience

• Experience with troubleshooting and supporting specialised laboratory instrumentation and associated computer interfaces/software.
• Relevant IT certifications (e.g., CompTIA A+, ITIL Foundation).NVQ Level 3 or higher in IT, Computing, or a related field.
• 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.
• Proven experience in an IT support or help desk role.
• Hands-on experience with hardware troubleshooting and maintenance.
• Familiarity with resolving issues in a hybrid working setup (e.g., VPNs, remote access tools).
• Participation in IT hardware or software rollouts/migrations.
• Experience with ITSM systems (e.g., Jira Service Management).
  
  

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:

£32000 - 40000