Hybrid IT Service Desk Agent — Frontline Support

Pertemps Thames Water; Reading; Híbrido; GBP 28 000 - 38 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Annual leave (24–28 days)

Pension scheme

Health and wellbeing benefits

Learning and development

Resumo da oferta

Thames Water is seeking a Service Desk Agent to join a busy IT support team. You will be the initial point of contact for colleagues and contractors, resolving incidents quickly to keep people connected and productive.

Based at Kemble Court with hybrid work options, you’ll support users across Thames Water locations through Digital Drop-in Clinics, site visits, and roadshows. You’ll work closely with Incident Management to improve resolution speed and user experience.

Qualificações

• Experience in IT service desk or technical support environment.
• Strong customer service with focus on user experience.
• Confidence with Microsoft 365 and Windows operating systems.
• Ability to troubleshoot hardware, software and user access issues.
• Experience using an IT service management tool such as ServiceNow.
• Clear communication, able to explain tech issues simply.
• Good organisation to manage multiple priorities.
• Proactive mindset and collaborative approach.

Responsabilidades

• Act as the first point of contact for IT incidents and service requests.
• Provide high-quality IT support to senior leaders and stakeholders, 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 room tech.
• Help resolve issues related to Azure AD, MFA, self-service password reset and BitLocker.
• Deliver face-to-face support via Digital Drop-in Clinics, site visits and roadshows.
• Carry out basic site support activities including daily walkarounds and meeting room support.
• Work with Incident Management and Request Fulfilment to improve resolution quality and speed.
• Take ownership and keep users updated throughout the lifecycle of their request.
• Contribute ideas to improve service and user experience.

Conhecimentos

Microsoft 365

Windows 10/11

ServiceNow

Azure Active Directory

Multi-factor Authentication

Self-service Password Reset

BitLocker

Meeting Room Tech

IT Support Experience

Customer Service

Ferramentas

Intune

System Centre Configuration Manager

Meeting Room Technology

Descrição da oferta de emprego

Thames Water is seeking a Service Desk Agent to join a busy IT support team. You will be the initial point of contact for colleagues and contractors, resolving incidents quickly to keep people connected and productive.

Based at Kemble Court with hybrid work options, you’ll support users across Thames Water locations through Digital Drop-in Clinics, site visits, and roadshows. You’ll work closely with Incident Management to improve resolution speed and user experience.