Service Desk Agent

Role Profile

Job Title:

Service Desk Agent

Grade: A3 (

Reports to:

Digital Service Desk Team Lead)

As a team, our vision is to create an everyday digital experience for the people we serve – our customers – by putting them at the heart of everything we do. As part of our award‑winning team, you’ll help the business become an intelligent, connected organisation to deliver our digital transformation and turnaround as part of the Service Desk team.

The purpose of this role is to provide an excellent IT service to Thames Water employees and contractors, using different communication channels and providing onsite support through our Digital Drop‑in Clinics at primary locations.

The team will establish and execute a strategy for Digital User Services, building, maintaining, and supporting it as required to meet business requirements and using a shift‑left methodology to utilise more automation, self‑service, and provide efficient services to our users.

We are also adding additional services to critical sites, plus attending roadshows and supporting smaller mobile sites. This is part of our Digital Drop‑in clinics that will have empowered and skilled agents onsite to get users back up and running as quickly as possible.

This is a chance for you to work in our innovative creative office space where you can 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 you to make a difference and to take advantage of fantastic career progression and opportunities within the IT department.

• You’ll be providing an excellent IT customer experience to the required standards, working closely with the Incident Management Request Fulfilment team to improve the quality of information used by 3rd‑party support teams to improve incident resolution times.
• Contribute to team success by demonstrating Thames Water values, sharing knowledge and best practice.
• Be the first‑time contact for IT issues from the Thames Water user community, also providing support to management.
• Receive, log, and manage calls from internal employees via telephone, email, self‑service, and Digital Drop‑in Clinics.
• Continually improve incident resolution times and identify opportunities to increase first‑time‑fix rate.
• Provide 1st and 2nd line support – troubleshooting IT related incidents from in‑house software, Office 365 suite to hardware issues such as mobile phones, laptops, PCs, printers, etc.
• Take ownership of user incidents and follow up the status of incidents on behalf of the user and communicate progress in a timely manner.
• Within the Digital Drop‑in Clinic, provide hands‑on support, swapping out IT equipment. This can grow to office and equipment moves, taking ownership of user incidents, and following up on the status of incidents on behalf of the user, and communicating progress in a timely manner.
• Update the Service Now ticketing system, ensuring calls are logged and all notes, progress and required actions are input promptly and accurately.

• Professional qualifications desirable (ITIL).
• Service Now knowledge a bonus but not essential.
• Knowledge of security processes.
• Knowledge of the following key technologies:
• Windows 10
• Windows 11
• Office 365
• SSCM
• Intune
• Azure/Active Directory
• MFA
• SSPR
• PowerBI
• LAPS
• Bitlocker

• Significant relevant customer‑facing experience and IT technical skills.
• Excellent customer service skills and telephone manner, with experience in an IT Service Desk role and excellent organisational skills.
• Well‑developed interpersonal skills, outstanding communication skills (verbal, listening, written, tone) and a self‑motivated achiever who gains satisfaction from providing excellent customer service.
• Experience of working in a fast‑paced office environment, with the ability to work under pressure and manage multiple tasks at any one time.
• Excellent time management and organisational skills with the ability to meet deadlines and be responsive to staff needs.
• Ability to think and work independently, and as part of a team, and take responsibility.
• Positive and robust attitude with a high level of personal motivation.
• Flexible approach to working.