Service Desk Senior Agent

**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’ll be doing**

As part of our exciting plans, the IT Service Delivery Team structure is growing to strengthen and increase our in-house capability and capacity. The areas of expertise we’re looking for are focused on the end-to-end service management of our IT services.

The team will establish and execute a strategy for Digital User Services, building, maintaining, and supporting it as required to meet business requirements at affordable cost. Working, overall, on a shift left methodology bringing automation, self-service and efficient services to our users.

We are also planning to add additional services to Critical sites, plus attending roadshows and support smaller mobile sites. This will be part of our future Digital Drop-in clinics that will have empowered and skilled agents in place onsite to get users back up and running as quickly as possible.

This is a chance for you to work in our innovative creative office space where you will be able to visually demonstrate your skills, ideas, and insights openly. This is a challenging role which requires you to help deliver the best next generation services to all our customers. Working within our team will enable to you to make a difference and take advantage of fantastic career progression and opportunities within the IT department.

**Role Responsibilities**
- Providing an excellent IT customer experience to required standards
- Contribute to team success, by demonstrating Thames Water values, sharing knowledge and best practice
- Being the first time contact for IT issues from the Thames Water user community
- Continually improving the incident resolution times and first time fix rate.
- Working with the Service Deliver Teams to provide quality of information for further root cause analysis
- Provide support to management, attending meetings and CAB.
- 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
- Acting as mentor to the Service Desk Agents to improve their performance and knowledge
- Act as a single point of contact for phone calls staff regarding IT issues and queries
- Continually improving the incident resolution times and first time fix rate.
- 1st and 2nd line support - troubleshooting of IT related incidents from in-house software to hardware, such as mobile phones, Laptops, PCs
- Within the Digital Drop In Clinic, providing hands on support, Imaging and swapping out of IT equipment. This can grow to office and equipment moves
- Floorwalking
- Printer support.
- Escalating unresolved calls
- Take ownership of user incidents and follow up the status of incidents on behalf of the user and communicate progress in a timely manner
- To maintain a high degree of customer service for all support queries and adhere to all service management principles
- Advanced Active Directory knowledge, creating user accounts, reset passwords, create groups etc.
- Whilst interacting with their clients is key, the Digital Senior IT Analyst will be required to communicate effectively with clients and manage tickets in line with standards and SLA's.
- Escalating unresolved calls
- To maintain a high degree of customer service for all support queries and adhere to all service management principles

**What you should bring to the role**
- You will have excellent customer service skills and telephone manner and will have at least 3 years previous experience in an IT Technical role and have excellent organisational skills.
- You will possess well developed interpersonal skills, outstanding communication skills (verbal, listening, written and tone) and you will 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 will have a technical understanding of Active Directory (AD) and have working experience with Service management tools (Service now).
- As part of this L7 position you will be requested to attend sites on a shift rotation to manage incidents and requests and to provide onsite support through our Digital Drop In Clinics.
- You will 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?**

Our competitive salary package includes an excellent contributory pension, 26 day