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Service Desk Agent - Permanent

Work Location - Swindon

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 liters of water through 32,000 km of pipes, to keep taps flowing and toilets flushing.

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.

What you’ll be doing

The purpose of this role is to provide an excellent IT service to Thames Water Employees, providing onsite support through our Genius Bars at Primary locations

You’ll be part of a Digital team creating our own in-house multi-million-pound ITIL service management framework. You’ll be involved in continuously improving our service for our current and future long-term vision.

We’re looking for you to do

• You’ll be providing an excellent IT customer experience to the required standards, 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
• Contribute to team success, by demonstrating Thames Water values, sharing knowledge and best practice, and acting as a mentor to the Service Desk Agents to improve their performance and knowledge
• Being the first-time contact for IT issues from the Thames Water user community, providing support to management, and attending meetings and CAB. Receiving, logging, and managing calls from internal employees via telephone, email, self-service, and Onsite Genius Bar
• Working with the Service Deliver Teams to provide quality information for further root cause analysis, continually improving the incident resolution times and first-time fix rate
• Within the Genius Bar, providing hands-on support, Imaging, and swapping out of IT equipment. This can grow to office and equipment moves, taking ownership of user incidents, and follow up on the status of incidents on behalf of the user, and communicating progress in a timely manner

What Skills are we looking for?

• The successful candidate will possess significant relevant customer-facing experience, IT technical skills, and Leadership Skills
• You’ll have excellent customer service skills and telephone manner and will have at least 2 years previous experience in an IT Technical role and have excellent organizational skills
• You’ll possess well-developed interpersonal skills, and outstanding communication skills (verbal, listening, written & tone) and you’ll 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’ll have experience in deploying operating systems and software through SCCM and LANDesk and have experience in using remote access methods and applications (Citrix and VDI).
• You’ll have a technical understanding of Active Directory (AD and have working experience with Service management tools (Service Now)
• This permanent position is based on a 36-hour week, It would be a day shift job, anytime between 6:30-21:30 rotation.

What’s in it for you?

We’re proud of the positive ways of working we have adopted during the pandemic. We want to create a more flexible and dynamic environment so all our colleagues can thrive. For our office-based roles, we’re moving to a hybrid approach where we’ll provide options around working from our offices, our operational sites, and home dependent on role/team/individual. This will be discussed during the assessment process.

Our competitive salary package includes an excellent contributory pension, 26 days holiday per year increasing to 30 with a length of service, and a wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your well-being.

Thames Water is a dynamic, rewarding, and diverse place to work, with opportunities around every corner. If you join our team, you’ll enjoy a fulfilling career and flexible working arrangements.

We’re also proud to embrace and promote diversity and believe that creating a workforce that reflects the communities we serve will help us to thrive. 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.

We deliver life's essential service to our customers, communities and the environment can thrive. This means, 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 a earn bit of extra money along the way.

Disclaimer: due to the high volume of applications we receive, we may close a vacancy earlier than the advertised date. This is so we can manage all the applications properly and give candidates a positive experience. Once closed, we can’t consider any further applications, so please submit your application as soon as possible to avoid disappointment