Service Desk Senior Agent

3 months ago

Reading, United Kingdom Thames Water Utilites Full time

**Senior Service Desk Agent - Permanent Role - Reading Location**

**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.

In Team Digital, we’re planning for a future where the technology solutions we co-create and design enable us to achieve our goal to protect our greatest natural resource and allow our customers, communities, and the environment to thrive.

**What you’ll be doing**

The purpose of this role is to provide an excellent IT service to Thames Water Employees and Contractors, providing onsite support through our Genius Bars at Primary locations.

You’ll be part of a Digital team creating our own in-house multi-million-pound ITIL service management framework. You’ll be involved in continuously improving our service for our current and future long-term vision.
- Providing an excellent IT customer experience to required standards.
- Contribute to team success, by demonstrating and promoting Thames Water values. Lead by example and be a role model for other analysts in the team.
- Being the first-time contact for IT issues from the Thames Water user community.
- 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 to hardware, such as mobile phones, Laptops, PCs, printers etc.
- Providing hands-on support, imaging and swapping out of IT equipment.
- Take ownership of user incidents and follow up on the status of incidents on behalf of the user and communicate progress promptly.
- Monitor the unassigned queue and work through the tickets to progress. Trend tickets for issues that could be related and escalate where required.
- For any major incidents, ensure all relevant information is captured and escalated to the Incident Management Team to improve the incident resolution times.
- Floorwalking duties - to answer queries from analysts. Assist them with technical queries and provide guidance.
- Taking ownership of tickets that have been escalated to ensure a sufficient resolution is reached.
- Monitor team availability to ensure sufficient cover on phone lines to reduce wait time and achieve abandon rate and service level targets.
- Provide cover/support to management, attending daily stand-up, Problem Investigation meetings (PIM) and Change Advisory Board meetings (CAB).

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

You should ideally have 3 years of experience in a similar technical role and have excellent organisational skills and be a self-motivated achiever who gains satisfaction from providing excellent customer service.
- Prior experience in 1st and 2nd line support troubleshooting the following technologies
- Windows 10, Office 365, Active Directory (On-Prem), VPN and Azure Active Directory.
- Any experience with ServiceNow, Microsoft Endpoint Manager, Multi-Factor Authentication, SCCM and Amazon Connect would be beneficial.
- As part of this position, you will be requested to attend sites on a shift rotation to manage incidents and requests and to provide on-site support through our Digital Drop-in Clinics.
- This permanent position is based on a 36 hour a week.

**What’s in it for you?**

It’s an incredibly exciting time to join Team Digital, the best people to tell you why, are the people on our team. Look at the video below to find out what they think.

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 working from home, office, and our sites.

Our competitive salary package includes an excellent contributory pension, 26 days holiday per year increasing to 30 days with a length of service, and a wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money 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 will 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 will 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.

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