Service Desk Agent - Nights

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 organization 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 you to make a difference and take advantage of fantastic career progression and opportunities within the IT department.

What you’ll be doing as a 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 the 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 follow up on the status of incidents on behalf of the user and communicate progress promptly.
• 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.
• Home Working
• 4 nights on and 4 nights off, 21:00 – 07:00

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, and Bitlocker.
• Experience in relevant customer-facing experience and IT technical skills.
• Excellent customer service skills and telephone manners and will have some experience in an IT Service Desk role and have excellent organizational skills.
• Experience 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 is a bonus but not essential.

What’s in it for you? 

• Daily Pay rate: £200 per night
• IR35 determination: Inside IR35
• Location: (Travel to other sites required)  Homeworking
• Length of assignment: 6 months
• Required Start date: ASAP

Who are we?

We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people and the planet to thrive. It’s a big job and we’ve got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.

Learn more about our purpose and values

Working at Thames Water

Thames Water is a unique, rewarding and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you’ll enjoy fast-tracked career opportunities, flexible working arrangements and excellent benefits.
Whether you’re interested in a role in one of our call centres or science labs, we’re looking for people like you with real passion and a burning desire to make things better.

So, if you’re looking for a sustainable and successful career where you can make a daily difference to millions of people’s lives while helping to protect the world of water for future generations, we’ll be here to support you every step of the way. Together, we can build a better future for our customers, our region and our planet.
The real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us? Learn more.

Our overarching aim is to ensure that Thames Water is a great, diverse and inclusive place to work. We welcome applications from everyone and offer extra support for those who need it throughout the recruitment process. We aim to remove any real or perceived barriers to success, so if you need assistance, we’re here to help and support you.

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.