Hybrid IT Service Desk Agent

Thames Water Ltd; Reading; Híbrido; GBP 25 000 - 31 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Annual leave 24 days + 4 increases

Performance-related pay

Generous pension scheme

Health & wellbeing benefits

Learning and development opportunities

Resumo da oferta

Thames Water is seeking a Service Desk Agent to be the first point of contact for IT incidents and service requests. You will provide high-quality support across phone, email, and in‑person sessions, using ServiceNow to log and manage tickets while supporting Microsoft 365 and Windows devices.

You’ll work in a hybrid setup, assisting users across Thames Water locations including Reading, and contribute to improved resolutions and self-service capabilities for a smoother, more connected workplace.

Qualificações

• Experience supporting users in an IT service desk environment.
• Strong customer service with a focus on a positive user experience.
• Proficiency with Microsoft 365 and Windows operating systems.
• Troubleshoot hardware, software, and user access issues.
• Experience using an IT service management tool (e.g. ServiceNow).
• Clear communication; explain technical issues simply.

Responsabilidades

• Act as the first point of contact for IT incidents and service requests.
• Provide high-quality IT support to senior leaders, remotely and face-to-face.
• Log, track, and manage tickets using ServiceNow.
• Provide 1st and 2nd line support for hardware, software, and access issues.
• Support Microsoft 365, Windows 10/11, laptops, mobile devices, printers, and meeting rooms.
• Help resolve issues related to Azure AD, MFA, self-service password reset, and BitLocker.
• Deliver face-to-face support through Digital Drop-in Clinics and site visits.
• Work with Incident Management and Request Fulfilment to improve resolution speed.
• Take ownership of issues and keep users updated throughout the lifecycle.
• Contribute ideas to improve service and user experience.

Conhecimentos

Customer service

Communication skills

Microsoft 365

Windows 10/11

Problem solving

Multitasking

Ferramentas

ServiceNow

Azure Active Directory

Intune

System Centre Configuration Manager

Descrição da oferta de emprego

Thames Water is seeking a Service Desk Agent to be the first point of contact for IT incidents and service requests. You will provide high-quality support across phone, email, and in‑person sessions, using ServiceNow to log and manage tickets while supporting Microsoft 365 and Windows devices.

You’ll work in a hybrid setup, assisting users across Thames Water locations including Reading, and contribute to improved resolutions and self-service capabilities for a smoother, more connected workplace.