Service Desk Agent
3 months ago
**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, to keep taps flowing and toilets flushing.
At Thames Water, every one of our actions, big and small, matters every day. Water is essential to daily life, and that means our business is always open.
**What you’ll be doing**
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 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.
**We’re looking for you to do**
- You’ll be providing an excellent IT customer experience to the required standards, working closely with the Incident Management to improve the quality of information to be used by 3rd party support teams to improve the incident resolution times
- Contribute to team success, by demonstrating Thames Water values, sharing knowledge and best practice, and acting as a mentor to the Service Desk Agents to improve their performance and knowledge
- Working with the Service Deliver Teams to provide quality information for further root cause analysis, continually improving the incident resolution times and first-time fix rate
- Within the Genius Bar, providing hands-on support, Imaging, and swapping out of IT equipment. This can grow to office and equipment moves, taking ownership of user incidents, and follow up on the status of incidents on behalf of the user, and communicating progress in a timely manner
**What Skills are we looking for?**
- You’ll have excellent customer service skills and telephone manner and will have previous experience in an IT Technical 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
- Prior experience in troubleshooting and supporting the following technologies - ServiceNow, Active Directory, Azure Active Directory, Intune/Endpoint Manager, O365 usage and admin, MFA, SSPR, Windows 10, Power BI, SCCM, LAPS and BitLocker
- You’ll have a technical understanding of Active Directory (AD and have working experience with Service management tools (Service now)
- This will be a day shift rotation through Mon - Fri, covering 06:30 - 21:30. Shifts generally are 06:30 - 14:30, 8:00-16:00, and 13:30 - 21:30.
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