Service Desk Agent

Pertemps; Old Warren; On-site; GBP 40,000 - 60,000; Full time

Job summary

A recruitment agency is seeking Service Desk Agents to provide excellent IT support for Thames Water employees in the UK. The role involves logging IT issues, troubleshooting 1st and 2nd line incidents, and ensuring quality customer service. Ideal candidates will have customer service skills and potentially ITIL qualifications. The position offers a pay rate of £17.00 per hour for a 12-week assignment, with a required start date of ASAP.

Qualifications

• Professional qualifications in ITIL are desirable.
• Experience in a fast-paced office environment is preferred.
• Ability to think and work independently and as part of a team.

Responsibilities

• Provide excellent IT customer service and support.
• Manage calls from internal employees via telephone and email.
• Troubleshoot IT incidents and manage incident resolution.

Skills

Excellent customer service skills

Ability to manage multiple tasks

Knowledge of Security processes

Time management and organizational skills

Positive attitude and personal motivation

Education

Professional qualifications (ITIL)

Job description

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 as well as using a shift left methodology to utilise more automation, self-service and provide efficient services to our users.

What you’ll be doing as a Service Desk Agent

• 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 to be used by 3rd party support teams to improve the incident resolution times.
• Contribute to team success, by demonstrating Thames Water values, sharing knowledge and best practice.
• Being the first-time contact for IT issues from the Thames Water user community, also provide support to management.
• Receiving, logging, and managing calls from internal employees via telephone and email
• Continually improving the incident resolution times and identifying opportunities to increase first time fix rate.
• 1st and 2nd line support - troubleshooting of IT related incidents from in-house software, O365 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.

We have x 3 positions available

What you should bring to the role

• Professional qualifications desirable (ITIL)
• Knowledge of Security processes
• Excellent customer service skills and telephone manner
• 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 to take responsibility.
• Positive and robust attitude with a high level of personal motivation
• Flexible approach to working

What’s in it for you?

• Hourly Pay rate: £17.00
• Expenses: Excluded
• Location: Reading (Kemble Court/Clear Water Court) or Swindon.
• Length of assignment: 12 weeks.
• Required Start date: ASAP
• Hours: 36

Please note you will be on assignment at Thames Water via Pertemps

Who are we?

At Thames Water, our purpose is crystal clear - to deliver life’s essential service so our customers, communities and planet can thrive.

Water is life’s great leveller. Every living thing needs it, every single day. From people to plants, birds to bees, farms to factories, we all need it to thrive, and we’re committed to taking care of it for us all.

But keeping water flowing is becoming harder. From scorching summers to wetter winters, extreme weather affects everything from our pipes to our local rivers. We need to keep millions more kettles boiling, public services operating, washing machines spinning, showers running and more, so every drop is more precious than ever. Are you ready to play your part?

At Thames Water we recognise that people are at the heart of our business. To help us succeed in providing life's essential service, we need a range of skills and capabilities, representative of society throughout our business.

We seek to attract and retain a cultural mix of people who can offer different but complementary attitudes, values, talents, and knowledge. We understand the importance of appreciating and harnessing the unique skills, experiences, background, and differences that each individual brings.

Our over-arching diversity and inclusion aim is to ensure Thames Water is a diverse and inclusive great place to work. We encourage applications from everyone and offer extra support for those who need it throughout the recruitment process.

Find out more about working at Thames Water.

When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business, meet colleagues and earn some extra money along the way.

Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.