What you’ll be doing
as a Service Desk Agent
1. Improving the quality of information to be used by 3rd party support teams to improve the incident resolution times.
2. Contribute to team success by demonstrating Thames Water values, sharing knowledge and best practice.
3. Supporting and troubleshooting issues related to Microsoft Teams, including user access, meeting functionality, audio/video configuration, and integration with other Office 365 applications.
4. Providing guidance and training to end users to help them make the best use of Microsoft Teams collaboration features.
5. Being the first-time contact for IT issues from the Thames Water user community, also providing support to management.
6. Receiving, logging, and managing calls from internal employees via telephone, email, self-service, and Digital Drop-in Clinics.
7. Continually improving the incident resolution times and identifying opportunities to increase first time fix rate.
8. 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.
9. Take ownership of user incidents and follow up on the status of incidents on behalf of the user and communicate progress in a timely manner.
10. Within the Digital Drop-in Clinic, providing hands-on support and swapping out of IT equipment. This can grow to office and equipment moves, taking ownership of the user.
Base location – Hybrid - Walnut Court, Swindon, SN2 8BN
What you should bring to the role
The essential criteria to help you succeed in this role are:
11. Professional qualifications desirable (ITIL)
12. ServiceNow knowledge is a bonus but not essential
13. Knowledge of Security processes
14. excellent customer service skills and telephone manner
15. Hands-on experience supporting and troubleshooting Microsoft Teams, including Teams Meetings, Channels, Chat, and integration within the Microsoft 365 ecosystem
16. Outstanding communication skills (verbal, listening, written, and tone), and you’ll be a self-motivated achiever who gains satisfaction from providing excellent customer service.
17. Knowledge of the following key technologies:
18. Windows 11
19. Windows 10
20. Microsoft Teams
21. Office365
22. SSCM
23. Intune,
24. Azure/Active Directory
25. MFA
26. SSPR
27. PowerBI
28. LAPS
29. Able to work in a fast-paced environment
What’s in it for you?
30. Competitive salary up to £38,000 per annum, depending on experience
31. Annual Leave - 24 days holiday per year, increasing to 28 with the length of service (plus bank holidays)
32. Performance-related pay plan directly linked to both company and individual performance measures and targets
33. Generous Pension Scheme through AON
34. 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.