Service Desk Analyst

3 weeks ago

Reading, United Kingdom Thames Water Full time

**Advert for Service Desk Analyst Role - Grade A**
**This is a 6-month fixed term contract, which would be paid £200 per night.**
**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 will be doing?**:

- The purpose of this role is to provide an excellent IT service to Thames Water Employees and Contractors working 24/7 on rotational shifts. These contractors would be in 4 days off and 4 days working model, using different communication channels.
- This would be **remote working** but would require you to work at **9 PM to 7 AM Shift**:

- You will be part of a Digital team creating our own in-house multi-million-pound ITIL service management framework.
- You will be involved in continuously improving our service for our current and future long-term vision.

**What will this role involve?**
Providing an excellent IT customer experience to the required standards
Contribute to team success, by demonstrating Thames Water values, sharing knowledge and best practice
Being the first point of contact for IT issues from the Thames Water user community.
Continually improving first-time fix rates and identifying opportunities to improve first-time fix rates.
**1st and 2nd line support - troubleshooting of IT-related incidents from in-house software to hardware, such as mobile phones, Laptops, PCs**
Take ownership of user incidents and communicate progress in a timely manner
**We’re looking for you to**:
Strong experience working in a similar role would be preferred
Experience working in a fast-paced office environment, with the ability to work under pressure and manage multiple tasks at any one time
Excellent presentation skills with the ability to convey technical information to non-technical staff through different means
You can ideally have 1 year’s experience in a similar role and have excellent organisational skills and be a self-motivated achiever who gains satisfaction from providing excellent customer service.
Prior experience is desirable in 1st and 2nd line support troubleshooting the following technologies - Windows 10, Office 365, Active Directory, VPN
Any experience with ServiceNow, Microsoft End Point Manager and Amazon Connect would be beneficial
**What’s in it for you?**
Our competitive salary package includes an excellent contributory pension, 24 days holiday per year increasing to 28 with length of service and a wider benefits scheme including our benefits hub, which is packed full of offers and information to save you moneyand 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 so our customers, communities and the environment can thrive. This means, when a crisis happens, we all rally round to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customerson 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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