What you’ll be doing
as a Service Desk Agent
1. Act as the first point of contact for IT incidents and service requests.
2. Provide high-quality IT support to senior leaders and executive stakeholders, delivering a professional and responsive service both remotely and face-to-face.
3. Log, track, and manage tickets accurately using ServiceNow.
4. Provide 1st and 2nd line support for hardware, software, and access issues.
5. Support Microsoft 365, Windows 10/11, laptops, mobile devices, printers, and meeting room technology.
6. Help resolve issues relating to Azure Active Directory, multi-factor authentication, self-service password reset, and BitLocker.
7. Deliver face-to-face support through Digital Drop-in Clinics, site visits, and roadshows.
8. Carry out basic site support activities, including daily walkaround checks and meeting room support.
9. Work closely with Incident Management and Request Fulfilment teams to improve resolution quality and speed.
10. Take ownership of issues and keep users updated throughout the lifecycle of their request.
11. Contribute ideas to improve service, increase first-time fixes, and enhance the user experience.
Base location: Camelford House, 89 Albert Embankment, London SE1 7TP
This role includes supporting users across Thames Water locations, including Reading, through site visits, Digital Drop-in Clinics, and roadshows.
What you should bring to the role
12. Experience supporting users in an IT service desk or technical support environment.
13. Strong customer service skills with a focus on delivering a positive user experience.
14. Confidence working with Microsoft 365 and Windows operating systems.
15. Ability to troubleshoot hardware, software, and access issues.
16. Experience using a service management tool. (such as ServiceNow or similar)
17. Clear communication skills, able to explain technical issues in a simple and helpful way.
18. Good organisation skills with the ability to manage multiple priorities.
19. A proactive mindset, taking ownership and seeing issues through to resolution.
20. A collaborative approach and willingness to share knowledge with the team.
The essential criteria to help you succeed in this role is:
21. Experience in an IT support or service desk environment.
22. Strong customer service and communication skills, with the confidence to support stakeholders at all levels, including senior leaders.
23. Strong understanding of Microsoft Windows and Microsoft 365.
24. Ability to troubleshoot common IT issues across hardware, software, and user access.
25. Experience using an IT service management tool. (e.g. ServiceNow or similar)
26. Ability to prioritise workload and work effectively in a fast-paced environment.
Extra qualities that would be a great fit for our team:
27. ITIL Foundation certification or awareness of IT service management principles.
28. Experience supporting Azure Active Directory, multi-factor authentication, and self-service password reset tools.
29. Familiarity with Intune or System Centre Configuration Manager.
30. Experience supporting meeting room or audio-visual technology.
31. Experience working in a large, complex organisation.
What’s in it for you?
32. Competitive salary up to £38,000 per annum depending on experience.
33. Annual Leave: 24 days holiday per year increasing to 28 with length of service. (plus bank holidays)
34. Performance-related pay plan linked to company performance.
35. Generous pension scheme through AON.
36. Access to a wide range of health and wellbeing benefits including physiotherapy, counselling, Cycle to Work scheme, shopping discounts, and life assurance.
37. Learning and development opportunities within a large digital and technology function.