Service Desk Senior Agent

1 week ago

Swindon, Swindon, United Kingdom Thames Water Full time
Job Description:

As a key member of our Digital IT Support team, you will play a vital role in delivering exceptional IT services to our customers. Your primary responsibility will be to provide first and second-line support for IT-related incidents, including troubleshooting software and hardware issues. You will also be responsible for leading the Service Desk shift, ensuring that service level targets are met, and providing technical guidance and support to your team members.

Key Responsibilities:
  • Provide first and second-line support for IT-related incidents, including troubleshooting software and hardware issues.
  • Lead the Service Desk shift, ensuring that service level targets are met.
  • Provide technical guidance and support to team members.
  • Identify opportunities to increase first-time fix rates and create knowledge base articles where required.
  • Contribute to team success by demonstrating and promoting Thames Water values.

Requirements:
  • Significant relevant customer-facing experience and IT technical skills.
  • Experience of working in a fast-paced office environment, with the ability to work under pressure and manage multiple tasks at any one time.
  • Outstanding communication skills (verbal, listening, written, and tone) and a self-motivated achiever who gains satisfaction from providing excellent customer service.
  • Extensive experience in an IT support environment.
  • Knowledge of Windows 10, Azure, Power BI, Intune, SCCM, and BitLocker.
  • Excellent time management and organizational skills with the ability to meet deadlines and be responsive to staff needs.
  • Microsoft Certification highly desirable and/or similar previous experience.

What We Offer:
  • Competitive salary from £37,600 to £44,000 per annum depending on experience.
  • Annual Leave - 26 days holiday per year increasing to 30 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.

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