Service Desk Agent

3 weeks ago

Kembrey Park, United Kingdom Thames Water Full time

**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’s 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.
The purpose of this role is to provide an excellent IT service to Thames Water Employees and Contractors 24/7 on shift rotation 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 communicatingprogress in a timely manner

**What Skills are we looking for?**:

- You’ll have excellent customer service skills and telephone manner and will have at least 2 years previous experience in an IT Technical role and have excellent organisational 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)
- As part of this L8 position you’ll be requested to attend sites on a shift rotation to manage incidents and requests and to provide onsite support through our Genius Bars. You’ll also be asked to provide support and backfill our Night Shift when required
- This permanent position is based on a 36 hour a week

**What’s in it for you?**
We’re proud of the positive ways of working we have adopted during the pandemic. We want to create a more flexible and dynamic environment so all our colleagues can thrive. For our office-based roles, we’re moving to a hybrid approach where we’ll provide optionsaround working from our offices, our operational sites and home dependent on role/team/individual. This will be discussed during the assessment process.
Our competitive salary package includes an excellent contributory pension, 26 days holiday per year increasing to 30 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 wellbeing.
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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