Service Desk Specialist

4 weeks ago

Reading, Reading, United Kingdom Thames Water Full time
Job Title: Service Desk Agent

Job Summary:
As a Service Desk Agent at Thames Water, you will play a vital role in providing exceptional IT support to our employees and contractors. You will be the first point of contact for IT issues, working closely with the Incident Management Request Fulfilment team to improve incident resolution times.

Key Responsibilities:
  • Provide excellent IT customer experience to the required standards.
  • Contribute to team success by demonstrating Thames Water values, sharing knowledge, and best practices.
  • Be the first-time contact for IT issues from the Thames Water user community, providing support to management.
  • Receive, log, and manage calls from internal employees via telephone, email, self-service, and Digital Drop-in Clinics.
  • Continually improve incident resolution times and identify opportunities to increase first-time fix rates.
  • Provide 1st and 2nd line support - troubleshooting of IT-related incidents from in-house software, O365 suite to hardware issues such as mobile phones, laptops, PCs, printers, etc.
  • Take ownership of user incidents and follow up on the status of incidents on behalf of the user, communicating progress in a timely manner.

Requirements:
  • ServiceNow knowledge is a bonus but not essential.
  • Knowledge of security processes.
  • Excellent verbal and written communication skills.
  • Customer service background.
  • Excellent time management and organisation skills with the ability to meet deadlines.
  • Experience of working in a fast-paced office environment, with the ability to work under pressure and manage multiple tasks at any one time.
  • Flexible approach to working.
  • Knowledge of the following key technologies: Windows 10, Office365, SSCM, Intune, Azure/Active Directory, MFA, SSPR, PowerBI, LAPS.

What's in it for you?
  • Pro-rata salary of £10,000 per annum.
  • Annual Leave - 24 days holiday per year increasing to 28 with the length of service (Plus bank holidays).
  • Contributory pension – Defined Contribution - Maximum of 12% -2x employee contribution.
  • Personal Medical Assessments – Open to all once a year.
  • Wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing.

About Thames Water:
At Thames Water, our purpose is crystal clear - to deliver life's essential service so our customers, communities, and planet can thrive. Water is life's great leveller. Every living thing needs it, every single day. From people to plants, birds to bees, farms to factories, we all need it to thrive, and we're committed to taking care of it for us all. But keeping water flowing is becoming harder. From scorching summers to wetter winters, extreme weather affects everything from our pipes to our local rivers. We need to keep millions more kettles boiling, public services operating, washing machines spinning, showers running, and more, so every drop is more precious than ever. Are you ready to play your part?

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