Service Desk Agent

Thames Water Utilites; Reading; On-site; GBP 30,000 - 36,000; Full time

Job summary

A leading water services company in Reading seeks a Service Desk Agent to provide technical support to employees. Responsibilities include managing IT calls, improving resolution times, and supporting various IT issues. Ideal candidates possess excellent customer service skills and knowledge of key technologies. Competitive salary up to £36,000 per year and additional benefits offered.

Benefits

Competitive salary up to £36,000 per annum

24 - 26 days holiday per year

Contributory pension

Personal Medical Assessments

Wider benefits scheme

Qualifications

• Knowledge of Security processes.
• Experience in a relevant customer-facing role.
• Experience of working in a fast-paced office environment.

Responsibilities

• Provide first-time contact for IT issues.
• Log and manage calls from internal employees.
• Improve incident resolution times.
• Provide 1st and 2nd line support for IT incidents.

Skills

Knowledge of Security processes

Knowledge of key technologies such as Windows 10, Office 365

Excellent customer service skills

IT technical skills

Education

GCSE

Tools

ServiceNow

Job description

Job Description:

Job information Service Desk Agent from the Company Thames Water Utilities, located in Reading, United Kingdom. This job opening is open to job seekers with a GCSE education.

As a team, our vision is to create an everyday digital experience for 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.

This is a chance for you to work in our innovative office space where you will be able to 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.

Job Responsibilities:

What you will be doing as Service Desk Agent

• Being the first-time contact for IT issues from the Thames Water user community, also providing support to management.
• Receiving, logging, and managing calls from internal employees via telephone, email, self-service, and Digital Drop-in Clinics.
• 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.
• Take ownership of user incidents and follow up the status of incidents on behalf of the user and communicate progress in a timely manner.
• 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.

Requirements:

Essential

• Knowledge of Security processes
• Knowledge of key technologies such as Windows 10, Office 365, etc.
• Experience in a relevant customer-facing experience and IT technical skills
• Excellent customer service skills and telephone manner
• Experience of working in a fast-paced office environment

Desirable

• Professional qualifications such as ITIL
• ServiceNow knowledge

What's in it for you?

• Competitive salary up to £36,000 per annum depending on experience.
• Annual Leave - 24 - 26 days holiday per year (Plus bank holidays)
• Contributory pension
• Personal Medical Assessments
• Wider benefits scheme

Equal Opportunities: We encourage applications from everyone and offer extra support for those who need it throughout the recruitment process.