Service Desk Agent

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

Reading, United Kingdom

Reports to : Digital Service Desk Team Lead

Grade : B3

Job Purpose Summary

As a team, our vision is to create an everyday digitalexperience for the people we serve - our customers - by putting them at theheart of everything we do. As part of ouraward-winning team, you’ll help the business become an intelligent, connectedorganisation in order to deliver our digitaltransformation and turnaround as part of the Service Desk team .

Thepurpose of this role is to provide an excellent IT service to Thames WaterEmployees and Contractors, using different communication channels andproviding onsite support through our Digital Drop-in Clinics at Primarylocations.

The team will establish and execute a strategy for Digital UserServices, building, maintaining, and supporting it as required to meetbusiness requirements as well as using a shift left methodology to utilisemore automation, self-service and provide efficient services to our users.

We are also adding additional services to Critical sites, plusattending roadshows and support smaller mobile sites. This is part of ourDigital Drop-in clinics that will have empowered and skilled agents in placeonsite to get users back up and running as quickly as possible.

This is a chance for you towork in our innovative creative office space where you will be able tovisually demonstrate your skills, ideas, and insights openly. This is achallenging role which requires you to help deliver the best next generationservices to all our customers. Working within our team will enable to you tomake a difference and take advantage of fantastic career progression andopportunities within the IT department.

• You’ll be providingan excellent IT customer experience to the required standards, workingclosely with the Incident Management Request Fulfilment team to improvethe quality of information to be used by 3 rd party supportteams to improve the incident resolution times.
  
• Contribute to teamsuccess, by demonstrating Thames Watervalues, sharing knowledge and best practice.
  
• Being thefirst-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-i n Clinics.
  

• Continually improving theincident 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 tohardware issues such as mobile phones, Laptops, PCs ,printers etc.
  
• Take ownership of user incidentsand follow up the status of incidents on behalf of the user and communicateprogress in a timely manner .
  
• Update theService Now ticketing system, ensuring the call has been logged and allnotes, progress and required actions have been input promptly and accurately.
  

• The successful candidate will possess significant relevant customer-facingexperience and IT technical skills.
  
• You’ll have excellent customer service skills andtelephone manner and will have some experience in an IT Service Desk role andhave excellent organizational skills.
  
• You’ll possess well-developed interpersonal skills, and outstanding communication skills(verbal, listening, written, and tone) and you’ll be a self-motivatedachiever who gains satisfaction from providing excellent customer service.
  

Qualification and Experience required

• ServiceNowknowledge a bonus but not essential
  
• Knowledgeof Security processes
  
• Knowledgeof the following key technologies:
  

Personal Attributes required

• Experience of working in a fast-paced office environment, withthe ability to work under pressure and manage multiple tasks at any one time.
  
• Excellent time management and organisational skills with theability to meet deadlines and be responsive to staff needs.
  
• Ability to think and work independently, and as part of a teamand to take responsibility.
  
• Positive and robust attitude with a highlevel of personal motivation