Service Desk 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 to deliver our digital transformation and turnaround as part of the Service Desk team.

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.

What you’ll be doing as a Service Desk Agent

• Improving 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.
• Supporting and troubleshooting issues related to Microsoft Teams, including user access, meeting functionality, audio/video configuration, and integration with other Office 365 applications.
• Providing guidance and training to end users to help them make the best use of Microsoft Teams collaboration features.
• Being the first-time contact for IT issues from the Thames Water user community, also providing support to management.
• Receiving, logging, and managing calls from internal employees via telephone, email, self-service, and Digital Drop-in Clinics.
• Continually improving the incident resolution times and identifying opportunities to increase first time fix rate.
• 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.
• Take ownership of user incidents and follow up the status of incidents on behalf of the user and communicate progress in a timely manner.
• Within the Digital Drop-in Clinic, providing hands-on support, swapping out of IT equipment. This can grow to office and equipment moves, taking ownership of user.

Base location – Camelford House, London

What you should bring to the role
The essential criteria to help you succeed in this role are:

• Professional qualifications desirable (ITIL)
• ServiceNow knowledge a bonus but not essential
• Knowledge of Security processes
• excellent customer service skills and telephone manner
• Hands-on experience supporting and troubleshooting Microsoft Teams, including Teams Meetings, Channels, Chat, and integration within the Microsoft 365 ecosystem
• Outstanding communication skills (verbal, listening, written, and tone) and you’ll be a self-motivated achiever who gains satisfaction from providing excellent customer service.
• Knowledge of the following key technologies:
  • Windows 11
  • Windows 10
  • Microsoft Teams
  • Office365
  • SSCM
  • Intune,
  • Azure/Active Directory
  • MFA
  • SSPR
  • PowerBI
  • LAPS

• Able to work in a fast paced environment

What’s in it for you?

• Competitive salary up to £38,000 per annum depending on experience
• Annual Leave - 24 days holiday per year increasing to 28 with the length of service (plus bank holidays)
• Performance-related pay plan directly linked to both company and individual performance measures and targets
• Generous Pension Scheme through AON
• Access to lots of benefits to help you take care of you and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.

Find out more about our benefits and perks

Who are we?
We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people, and the planet to thrive. It’s a big job and we’ve got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.

Learn more about our purpose and values

Working at Thames Water
Thames Water is a unique, rewarding, and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you’ll enjoy meaningful career opportunities, flexible working arrangements and excellent benefits.
If you’re looking for a sustainable and successful career where you can make a daily difference to millions of people’s lives while helping to protect the world of water for future generations, we’ll be here to support you every step of the way. Together, we can build a better future for our customers, our region, and our planet.

Real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us? Learn more.

We’re committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process. If you need any adjustments, whether that’s extra time, accessible formats, or anything else just let us know, we’re here to help and support.

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 and meet colleagues.

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.