The purpose of this role is to provide excellent IT service to Thames Water Employees and Contractors, using various communication channels and onsite support through our Digital Drop-in Clinics at primary locations.
This is an opportunity to work in an innovative, creative office space where you can demonstrate your skills, ideas, and insights openly. The role is challenging and involves helping deliver next-generation services to our customers. Working within our team offers the chance to make a difference and access excellent career progression and opportunities within the IT department.
What you will be doing as Service Desk Agent
1. Being the first point of contact for IT issues from the Thames Water user community, including support for management.
2. Receiving, logging, and managing calls from internal employees via telephone, email, self-service, and Digital Drop-in Clinics.
3. Improving incident resolution times and increasing first-time fix rates.
4. Providing 1st and 2nd line support—troubleshooting IT incidents related to software (including in-house software and Office 365), hardware (mobile phones, laptops, PCs, printers), etc.
5. Taking ownership of user incidents, following up on their status, and communicating progress promptly.
6. Collaborating with the Incident Management and Request Fulfilment teams to improve the quality of information used by third-party support teams to resolve incidents faster.
Base Location: Clear Water Court, Reading
Shift Pattern: 06:30-14:30, 08:00-16:00, 13:30-21:30, and occasional 09:30-17:30
What you should bring to the role
Essential
* Knowledge of security processes.
* Knowledge of key technologies such as Windows 10, Office 365, SSCM, Intune, Azure/Active Directory, MFA, SSPR, Power BI, LAPS, Bitlocker (beneficial).
* Experience in a customer-facing role with IT technical skills.
* Excellent customer service skills, telephone manner, and organizational skills.
* Experience working in a fast-paced office environment, managing multiple tasks under pressure.
* Good time management and responsiveness to staff needs.
Desirable
* Professional qualifications such as ITIL.
* Knowledge of ServiceNow (a plus but not essential).
What’s in it for you?
* Competitive salary from £24,400 to £32,000 per annum depending on experience.
* 24 days holiday, increasing to 28 with service, plus bank holidays.
* Generous pension scheme through AON.
* Benefits supporting health, wellbeing, and finances, including health MOTs, physiotherapy, counselling, Cycle to Work, 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, serving over 16 million customers daily. We aim to build a better future for all by supporting our customers, communities, people, and the planet. We seek passionate, skilled individuals committed to making a difference to join us in achieving our goals.
Learn more about our purpose and values
Working at Thames Water
Thames Water offers a rewarding and diverse workplace where you can make a difference daily. We provide fast-tracked career opportunities, flexible work arrangements, and excellent benefits.
Whether in call centers or science labs, we look for passionate people eager to improve the world of water. Join us for a sustainable, successful career that impacts millions and helps protect water resources for future generations. We’re here to support you every step of the way. Together, we can build a better future for our customers, region, and planet.
We are committed to being a diverse and inclusive workplace, removing barriers to success, and offering support throughout the recruitment process. We also offer opportunities to support our customers directly as part of our frontline team, with full training provided.
Disclaimer: Due to high application volumes, we may close the advert early. We encourage early applications to avoid disappointment.
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