IT Service Desk Specialist – First-Contact Support

Test Triangle Ltd; Reading; On-site; GBP 24,000 - 32,000; Full time

Job summary

Thames Water in Reading is seeking an IT Service Desk Analyst to provide frontline support for employees and contractors, handling calls via phone, email, and self-service, and logging incidents in ServiceNow. You will work closely with Incident Management and Request Fulfilment teams to resolve issues efficiently.

The role requires excellent customer service, strong communication, and the ability to work under pressure in a fast-paced office environment.

Qualifications

• Experience in a fast-paced office IT support environment.
• Excellent communication and customer service skills.
• Ability to work independently and as part of a team.
• Knowledge of ServiceNow and O365 is beneficial.

Responsibilities

• Provide 1st and 2nd line IT support for Thames Water employees and contractors.
• Receive, log, and manage calls via telephone, email, self-service and Digital Drop-in Clinics.
• Update and maintain notes in the ServiceNow ticketing system.
• Collaborate with Incident Management and Request Fulfilment to improve incident resolution times.
• Aim to improve first-time fix rates and deliver excellent customer service.

Skills

Customer service

Communication skills

Troubleshooting

Time management

Education

Relevant IT qualifications (optional)

Tools

ServiceNow

O365

Active Directory

Job description

Thames Water in Reading is seeking an IT Service Desk Analyst to provide frontline support for employees and contractors, handling calls via phone, email, and self-service, and logging incidents in ServiceNow. You will work closely with Incident Management and Request Fulfilment teams to resolve issues efficiently.

The role requires excellent customer service, strong communication, and the ability to work under pressure in a fast-paced office environment.