IT Support Specialist

Do you have a keen interest in IT? If so, we have several exciting roles available within our IT Support team.

You will provide telephone, web, and face-to-face support to all business users regarding IT incidents and requests.

We have multiple roles available as an IT Support Specialist.

What you'll do

In this role, you will:

• diagnose and resolve first and second-line IT incidents and requests to agreed Service Levels Agreements (SLAs)
• help support projects to deliver new or changed services across the organisation
• build and configure laptops, desktops and tablets
• build and configure mobile phones, both smart and dumb
• maintain accurate and up-to-date asset information in the ITSM tool
• repair broken IT equipment so that it can re-used
• install ad hoc software on customer devices
• reset and change customer passwords
• facilitate accounts, software and hardware for new starters and movers
• disable accounts and access for leavers
• set up customers with access to network folders or files
• act as the IT Support Specialist in responding to issues at our Operations Centre
• safely move IT equipment when business users change location
• assist with the onboarding of new IT Support Specialists through shadowing
• assist with Field Engineer duties as and when necessary.

What you'll need

• Sound knowledge and experience in first and second-line IT support to agreed SLAs.
• Good working knowledge of Microsoft products, especially Windows10, Windows11, O365 and SharePoint.
• Excellent communication and customer service skills.
• Experience working to establish incident management and request fulfillment SLAs.
• Experience with performance metrics for call and ticket handling, both qualitative and quantitative.
• Knowledge and experience using remote control tools to diagnose and resolve IT incidents.
• Broad, good knowledge of our business areas and the systems we use.
• Good organisational skills.
• The ability to learn and understand new systems quickly.
• The ability to keep abreast of industry innovation and leading IT initiatives.
• The ability to adapt to the changing needs of end users.
• The ability to liaise effectively with internal and external contacts.
• Awareness of packaging and deployment tools such as SCCM.
• Knowledge of supporting smartphones and their operating systems (iOS and Android).

What you'll receive

• Total pension contributions up to 20%.
• Career progression and professional development opportunities.
• 25 days' holiday rising to 28 with length of service.
• The opportunity to buy up to ten days' holiday and sell up to five every year.
• A healthcare package that allows you to claim back healthcare costs.
• Life assurance of up to eight times your salary.
• A new electric car in exchange for part of your gross salary, subject to conditions.
• Cashback and discounts from more than 3,000 retailers.
• One paid volunteering day each year.
• Enhanced family leave and pay arrangements.
• An interactive health and wellbeing platform.
• Support from mental health first aiders.
• A £1,000 referral fee if you recommend someone to work for us.

Who we are

We are one of the top-performing water and sewerage companies in England and Wales, serving 2.9 million people across the South West.

The work we do goes beyond providing an essential public service. We also aim to have a positive impact on the communities we serve and the natural environment.

Our people tell us Wessex Water is a great place to work, which is why so many of them stay with us! You will have the opportunity to develop and progress your career, while also receiving health and wellbeing support.

We also continue to promote diversity and inclusion – with that in mind, all applicants are welcome. We are delighted to have signed the Armed Forces Covenant and are a Disability Confident Employer.

This is an exciting opportunity to join us and if you would like to be part of our journey, we would love to hear from you. Please do not hesitate to let us know about any additional support you may need.

Sound interesting? Click Apply Now.