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Service Desk Agent

Posted 8 days ago by Pertemps
Location Reading Job Type Permanent
Salary £20000 - £26000 per annum Sector IT & Telecoms, Call Centre & Customer Service
About the role:

Thames Water are about to embark on a very exciting journey to improve our IT services. You will be part of a new team creating 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 first time resolution or where not possible an efficient routing to the correct team.

As part of the role you will be expected to:
  • 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 SLA's.
  • 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 at least 2 years’ 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 a 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 frame work).

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.

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 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 refer-a-friend bonus, where you can receive up to £1,000 for helping someone get a permanent position within the company. 

We’re also proud to be here for our local community, offering all of our teams two days paid volunteer 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 supplying 2.7 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 poo 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 an award-winning mental health and wellbeing strategy.