Service Desk Agent

Job Description

About the role:Thames Water is embarking on a very exciting journey to improve our IT services. You will be part of a team created to develop 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.The purpose of this role is to provide an excellent IT service to Thames Water employees, using appropriate experience and ability to follow knowledge articles in order to achieve the first-time resolution or where not possible an efficient routing to the correct team.Key Accountabilities:

Provide an excellent IT customer experience to required standards

Contribute to team success, by demonstrating Thames Water values, sharing knowledge and best practice

Whilst interacting with their clients is key, the IT Service Desk Engineer will be required to communicate effectively with clients and manage tickets in line with standards and SLAs.

Identify opportunities for first-time fix rates.

Act as a single point of contact for phone calls from staff regarding IT issues and queries

Receiving, logging and managing calls from internal employees via telephone

1st and 2nd line support - troubleshooting of IT related incidents from in-house software to hardware, such as mobile phones, Laptops, PCs

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

Basic Active Directory knowledge, creating user accounts, reset passwords, create groups

To be successful you will have the following skills and experience:

The successful candidate will possess excellent customer service skills and telephone manner.

You will have considerable experience in a similar technical role and have excellent organisational skills.

Prior experience in troubleshooting and supporting the following technologies - Windows 7 - 10, MS Office 2016 Professional Suite and MS Office 365 environment, Active Directory, Remote Assist, Enterprise Networking, Antivirus technologies. The ideal candidate will also possess an MCSE certification.

You will have 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.

What’s in it for you:As part of our exciting plans, the IT operations 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 (using the ITIL V3 framework).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 that requires you to help deliver the best next-generation services to all our customers. Working within our team will enable you to make a difference and take advantage of fantastic career progression and opportunities within the IT department.With 6000 users across numerous UK sites, incidents and requests are raised via various means including telephone, email, in person, web portal, etc.Our competitive salary package includes an excellent contributory pension, 24 days holiday per year increasing to 28 with the length of service and a wider benefits scheme. This includes an annual pay review, season ticket loans, voucher scheme giving you money off in major retail outlets, loyalty awards for continuous service plus much more, including our referral scheme, where you can receive £750 for helping someone get a permanent position within the company.We’re also proud to be here for our local community, offering everyone two days paid volunteer to leave a year, as well as proudly supporting a lot of local events and charities.About us:Thames Water is the UK’s largest water and wastewater company. We make a daily difference to millions of customers by supplying2.7 billion litres of world-class water to around 10 million homes.As our world changes, the need to take care of our most precious resource is greater than ever, both locally and globally. That’s why, 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. We’re passionate about providing world-class tap water, now and for the future.We’re also turning waste into power, self-generating 20% of the energy we use and, in turn, doing our bit for the planet. We’re reducing plastic waste by celebrating our tap water and rolling out an ambitious water fountain project. We’re using our voice to lobby for change and partnering with WaterAid to provide clean water to the world’s poorest communities.Together, we’re building a better future for our customers, our region and our planet.Thames Water is a unique, rewarding and diverse place to work. If you join our team, you’ll enjoy fast-tracked career opportunities, flexible working arrangements and unparalleled benefits. We’re also proud to be an equal opportunity employer, Stonewall Diversity Champion and Disability Confident Leader, welcoming individuals from all walks of life and leading the way with award-winning mental health and well-being strategy.