Digital Field Services Analyst

3 weeks ago

Isleworth, United Kingdom Thames Water Full time

**Digital IT Hub Support Technician ( London)**
**Who are we?**
Thames Water is the UK’s largest water and wastewater company. We make a daily difference to our 15 million customers by supplying 2.6 billion litres of water through 32,000 km of pipes, keeping taps flowing and toilets flushing.
At Thames Water, every one of our actions, big and small, matters every day. Water is essential to life, so our business is always open.
**What you’ll be doing**
The purpose of this role is to provide an excellent IT Hub Support service to Thames Water Employees at our Hub sites in the London Region, covering Mogden, Epsom, Darenth, Beckton, Crossness, and Ashford Common. These sites will be split between the LondonHub Technicians supporting the Hub Support Engineer. Additional sites may be added in the future that will need to be covered.
Thames Water requires a team of Hub Support Technicians to support our NSTs and Field-based end users onsite or through remote tooling. You will be working very closely with our Hub Support Senior Engineers. This will be an extension of the Digital Drop-InClinics at our main sites.
You will be heavily involved in the continuous improvement of our current and future long-term vision, delivering great Customer Service whilst resolving Incidents and Tasks whilst assisting with Stock Management. There will also be an element of New StarterInductions and collecting leaver equipment. This is a challenging position that requires you to help deliver the best next generation of services to our customers.
This role will be field based role and you will be expected to travel between Hub sites as per rota. This role will include a Van with Fuel Card.
**Responsibilities include: -**:

- Respond to either first
- After identifying the issue, you will talk the first-line support staff or end user through the required steps to resolution or escalate Hub Support Engineer when necessary.
- Work with the IT Hub-Team Lead and wider support team to ensure any recurring technical issues are addressed and any training or documentation requirements are identified and implemented.
- Update the Service Now ticketing system, ensuring the call has been logged and all notes, progress, and required actions have been input promptly and accurately.
- Continuously improve knowledge and understanding across the various software and hardware technologies supported by the team.
- Maintain a strong customer focus at all times

**What you should bring to the role**:

- Professional qualifications desirable (ITIL)
- ServiceNow knowledge is a bonus but not essential
- Knowledge of Windows 10, Office365, SSCM, Intune, and rugged devices.
- A passion for IT and customer service with excellent English written and verbal communication 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 communication skills with the ability to convey technical information to non-technical staff through different means, including IT Inductions.
- Excellent time management and organizational 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?**
You will be working with like-minded people who really want to make a difference to our customers.We are committed to giving you great training and will make sure you are confident in helping customers.
We’re proud of the positive ways of working we’ve adopted during the pandemic, creating a more flexible and dynamic environment so all our colleagues can thrive. For our office-based roles, we’re moving to a hybrid approach with various options across workingfrom home, office, and our sites.
Our competitive salary package includes an excellent contributory pension, 24 days holiday per year increasing to 28 with the length of service, and a wider benefits scheme including our benefits hub, which is packed full of offers and information to save youmoney and support your well-being.
Thames Water is a dynamic, rewarding, and diverse place to work, with opportunities around every corner.If you join our team, you’ll enjoy a fulfilling career and flexible working arrangements.
Find out more about working at Thames Water.
We deliver life's essential service to our customers, communities and the environment can thrive. This means, 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 ourcustomers 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 a earn bit of extra money along the way.

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