Service Desk Senior Agent
As a team, our vision is to create an everyday digital experience for the people we serve - our customers - by putting them at the heart of everything we do. As part of our award-winning team, you’ll help the business become an intelligent, connected organisation in order to deliver our digital transformation and turnaround as part of the Service Desk and Digital Field Services Team.
This Service Desk agent is part of the Digital IT Support team who provide 24/7 support to all our end users.
The purpose of this role is to provide an excellent IT service to Thames Water Employees and Contractors, using different communication channels and providing onsite support through our Digital Drop-in Clinics at Primary locations, along with dedicated remote sites.
What you’ll be doing as a Senior Service Desk Agent- You’ll be providing an excellent IT customer experience to the required standards, working closely with the Incident Management and Request Fulfilment to improve the quality of information to be used by 3rd party support teams to improve the incident and request resolution times
- Take ownership of user incidents and follow up the status of incidents on behalf of the user and communicate progress in a timely manner
- Help provide hands-on support for all IT Issues, swapping out of IT equipment, supporting our Team Meeting room technology and more
- Lead Service Desk shift by monitoring availability, providing technical guidance and support within the team whilst taking into consideration Service Level targets are met and we always have availability
- 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
- Contribute to team success, by demonstrating and promoting Thames Water values. Lead by example and be a role model for other analysts in the team
- Receiving, logging, and managing calls from internal employees via telephone, email, self-service, and Digital Drop-in Clinics
- Identifying opportunities to increase first time fix rate and creating Knowledgebase articles where required
Working Pattern – Shift work anytime between 06:30 and 21:30 Monday to Friday
What you should bring to the role
We want to bring together a team of brilliant tech minds with game changing ideas. We’re looking for people who will help us re-imagine the way we work and the way we get things done:
- The successful candidate will possess 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 you’ll be a self-motivated achiever who gains satisfaction from providing excellent customer service
- Extensive experience in an IT support environment
- Knowledge of Windows10, Azure, PowerBI, Intune, SSCM and BitLocker
- Excellent time management and organisational skills with the ability to meet deadlines and be responsive to staff needs
- Microsoft Certification highly desirable and/or similar previous experience
- Leadership experience is desirable
It’s an incredibly exciting time to join Team Digital, the best people to tell you why, are the people in our team. Take a look at the video below to find out what they think.
https://www.youtube.com/watch?v=dHTW3Vj4j2U&list=PL37gUk7p48rqLEm-KEkgKuyDpLYsW5LH9&index=16- 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
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?
Working at Thames Water
At Thames Water we recognise that people are at the heart of our business. To help us succeed in providing life's essential service, we need a range of skills and capabilities, representative of society throughout our business.
We seek to attract and retain a cultural mix of people who can offer different but complementary attitudes, values, talents, and knowledge. We understand the importance of appreciating and harnessing the unique skills, experiences, background, and differences that each individual brings.
Our over-arching diversity and inclusion aim is to ensure Thames Water is a diverse and inclusive great place to work. We encourage applications from everyone and offer extra support for those who need it throughout the recruitment process.
Find out more about working at Thames Water.
When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on 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 earn some extra money along the way.
Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.