Service Desk Agent

1 month ago

Reading, Reading, United Kingdom Thames Water Full time
This is a temporary role expected to continue until October 2024

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 in order 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 role will require you to work on night shifts from 9pm- 7am for 4 days on and then 4 days off. This opportunity is also open to job share applications.

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.
What you should bring to the role
  • Professional qualifications desirable (ITIL)
  • ServiceNow knowledge a bonus but not 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
  • The successful candidate will possess significant relevant customer-facing experience and IT technical skills.
  • You'll have excellent customer service skills and telephone manner and will have some experience in an IT Service Desk role and have excellent organizational skills.
  • You'll possess well-developed interpersonal skills, and outstanding communication skills (verbal, listening, written, and tone) and you'll be a self-motivated achiever who gains satisfaction from providing excellent customer service.
  • 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.
  • Ability to think and work independently, and as part of a team and to take responsibility.
  • Positive and robust attitude with a high level of personal motivation
  • Flexible approach to working
What's in it for you?
Daily rate - £200
Expenses: Excluded.
IR35 determination: Inside IR35.
Location: Hybrid, Reading.
Length of assignment: 5 Months
Required Start date: ASAP.

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.

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