Service Desk Agent

As a team, our vision is to create an everyday digital experience for the people we serve - our customers - by putting them at the heart of everything we do. As part of our award-winning team, you’ll help the business become an intelligent, connected organisation to deliver our digital transformation and turnaround as part of the Service Desk team.

The purpose of this role is to provide an excellent IT service to Thames Water Employees and Contractors, using different communication channels and providing onsite support through our Digital Drop-in Clinics at Primary locations.

This is a chance for you to work in our innovative creative office space where you will be able to visually demonstrate your skills, ideas, and insights openly. This is a challenging role which requires you to help deliver the best next generation services to all our customers. Working within our team will enable to you to make a difference and take advantage of fantastic career progression and opportunities within the IT department.

What you will be doing as Service Desk Agent

• Being the first-time contact for IT issues from the Thames Water user community, also providing support to management.
• Receiving, logging, and managing calls from internal employees via telephone, email, self-service, and Digital Drop-in Clinics.

• Continually improving the incident resolution times and identifying opportunities to increase first time fix rate.
• 1st and 2nd line support - troubleshooting of IT related incidents from in-house software, O365 suite to hardware issues such as mobile phones, Laptops, PCs, printers etc.
• Take ownership of user incidents and follow up the status of incidents on behalf of the user and communicate progress in a timely manner.
• Working closely with the Incident Management Request Fulfilment team to improve the quality of information to be used by 3rd party support teams to improve the incident resolution times.

What you should bring to the role
Essential

• Knowledge of Security processes

• Knowledge of any of the following key technologies would be beneficial - Windows 10, Office 365, SSCM, Intune, Azure/Active Directory, MFA, SSPR, Power BI, LAPS, Bitlocker
• Experience in a relevant customer-facing experience and IT technical skills
• Excellent customer service skills and telephone manner and will have some experience in an IT Service Desk role and have excellent organizational skills
• Experience of working in a fast-paced office environment, with the ability to work under pressure and manage multiple tasks at any one time
• Excellent time management and organisational skills with the ability to meet deadlines and be responsive to staff needs

Desirable

• Professional qualifications such as ITIL
• ServiceNow knowledge a bonus but not essential

What’s in it for you? 

• Offering between £24,400 - £32,000 per annum depending on experience
• Annual Leave - 24 days holiday per year  (Plus bank holidays)
• Contributory pension – Defined Contribution - Maximum of 12% -2x employee contribution.
• Personal Medical Assessments – Open to all once a year
• Wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing

Who are we? 
At Thames Water, our purpose is crystal clear - to deliver life’s essential service so our customers, communities and planet can thrive. 
 
Water is life’s great leveller. Every living thing needs it, every single day. From people to plants, birds to bees, farms to factories, we all need it to thrive, and we’re committed to taking care of it for us all. 
 
But keeping water flowing is becoming harder. From scorching summers to wetter winters, extreme weather affects everything from our pipes to our local rivers. We need to keep millions more kettles boiling, public services operating, washing machines spinning, showers running and more, so every drop is more precious than ever. Are you ready to play your part? 

Working at Thames Water 
At Thames Water, we recognise that people are at the heart of our business. To help us succeed in providing life's essential service, we need a range of skills and capabilities, representative of society throughout our business. 

We seek to attract and retain a cultural mix of people who can offer different but complementary attitudes, values, talents, and knowledge. We understand the importance of appreciating and harnessing the unique skills, experiences, backgrounds, and differences that each individual brings. 

Our over-arching diversity and inclusion aim is to ensure Thames Water is a diverse and inclusive great place to work. We encourage applications from everyone and offer extra support for those who need it throughout the recruitment process. 

Find out more about working at Thames Water. 

When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business, meet colleagues and earn some extra money along the way. 

Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.