Job title: Service Desk Agent Ref 40829
Division
Digital Transformation
Location
Swindon - Walnut Court - SN2 8BN
Contract type
Fixed term/Secondment
Full/Part-time
Full-time
Salary
Offering between £24,400 to £32,000 per annum pro rata
Job grade
A
Closing date
13/05/2025
Role Purpose
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 Digital Drop-in Clinics at primary locations.
Work Environment
This role offers the opportunity to work in an innovative office space, demonstrating your skills and ideas openly. It is a challenging role aimed at delivering next-generation services, with potential for career progression within the IT department.
Key Responsibilities
1. Be the first point of contact for IT issues from the user community, including support for management.
2. Log and manage calls via telephone, email, self-service, and Digital Drop-in Clinics.
3. Improve incident resolution times and increase first-time fix rate.
4. Provide 1st and 2nd line support for software and hardware issues.
5. Take ownership of user incidents, follow up, and communicate progress.
6. Collaborate with the Incident Management team to improve incident resolution efficiency.
Contract Duration
Fixed term contract of 10-12 months.
Requirements
Shift pattern includes 06:30-14:30, 8-4, 13:30-21:30, and occasional 9:30-17:30.
Candidate Profile
* Knowledge of Security processes.
* Knowledge of technologies such as Windows 10, Office 365, SSCM, Intune, Azure/Active Directory, MFA, SSPR, Power BI, LAPS, Bitlocker is beneficial.
* Experience in customer-facing roles and IT technical skills.
* Excellent customer service and organizational skills.
* Experience working in fast-paced environments, managing multiple tasks.
* Time management skills, ability to meet deadlines.
* Professional qualifications like ITIL preferred.
* ServiceNow knowledge is a bonus.
Benefits
* Competitive salary from £24,400 to £32,000, depending on experience.
* Annual leave: 24 days, increasing to 28 with service, plus bank holidays.
* Generous pension scheme.
* Health and wellbeing benefits, including health MOTs, physiotherapy, counselling, Cycle to Work, vouchers, and life assurance.
About Thames Water
We are the UK’s largest water and wastewater company, serving over 16 million customers daily. We aim to build a better future, helping communities, people, and the planet thrive. We offer fast-tracked career opportunities, flexible working, and excellent benefits.
We value diversity and inclusion, supporting applicants throughout the recruitment process. We encourage applications from everyone and aim to remove barriers to success.
During crises, team members can support customers on the frontline as ambassadors, with full training provided. It’s a rewarding opportunity to learn more about our business and colleagues.
Note
Due to high application volume, the vacancy may close early. Apply promptly to avoid missing out.
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