Service Desk Agent

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 Analyst

• 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.

Base Location – Swindon Walnut Court SN2 8BN
Necessary requirements – Shift pattern (06:30-14:30, 8-4, 13:30-21:30 and occasional 9:30-17:30)

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 role 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 organisational 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?

• Competitive salary from £24400 to £32,000 per annum depending on experience
• Annual Leave - 24 days holiday per year, increasing to 28 with the length of service (plus bank holidays)
• Generous Pension Scheme through AON
• Access to lots of benefits to help you take care of you and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.

Find out more about our benefits and perks

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.

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 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. Our aim is to remove any real or perceived barriers to success, so if you need assistance, we’re here to help and support.

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 and meet colleagues.

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.