Service Desk Agent

idibu; Swindon; Hybrid; GBP 27,000 - 32,000; Full time

Job summary

A leading water and wastewater company in the UK is seeking a Service Desk Agent to provide IT support to its user community. You will improve incident resolution times and support internal users with IT issues. Ideal candidates will have customer service skills and knowledge of key IT technologies. This role offers a competitive salary, hybrid working arrangement, and a range of benefits.

Benefits

Competitive salary up to £32,000

Annual Leave – 24 days holiday per year

Performance-related pay plan

Generous Pension Scheme

Access to health and wellbeing benefits

Qualifications

• Knowledge of ITIL is desirable.
• Customer service experience is essential.
• Excellent telephone manner required.

Responsibilities

• Provide 1st and 2nd line support for IT-related incidents.
• Log and manage calls from internal employees.
• Improve incident resolution times and manage user expectations.

Skills

Customer service skills

Communication skills

Ability to work in a fast-paced environment

Knowledge of Security processes

Education

Professional qualifications (ITIL)

Tools

ServiceNow

Windows 11

Windows 10

Office365

Intune

Azure/Active Directory

Power BI

Job description

What you’ll be doing as a Service Desk Agent

• Improving 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 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 the 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 on the status of incidents on behalf of the user, and communicate progress promptly.
• Within the Digital Drop‑in Clinic, providing hands‑on support, swapping out IT equipment. This can grow to office and equipment moves, taking ownership of the user.

Base location:

Hybrid – Swindon - Walnut Court

What you should bring to the role

• Professional qualifications desirable (ITIL)
• ServiceNow knowledge is a bonus but not essential
• Knowledge of Security processes
• excellent customer service skills and telephone manner
• Outstanding communication skills (verbal, listening, written, and tone), and you’ll be a self‑motivated achiever who gains satisfaction from providing excellent customer service
• Knowledge of the following key technologies:
  • Windows 11
  • Windows 10
  • Office365
  • SSCM
  • Intune
  • Azure/Active Directory
  • MFA
  • SSPR
  • Power BI
  • LAPS
• Able to work in a fast‑paced environment

What’s in it for you?

• Competitive salary up to £32,000 per annum, depending on experience.
• Annual Leave – 24 days holiday per year, increasing to 28 with length of service (plus bank holidays)
• Performance‑related pay plan directly linked to both company and individual performance measures and targets.
• Generous Pension Scheme through AON.
• Access to lots of benefits to help you take care of you and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.

Find out more about our benefits and perks

Who are we?

We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people, and the planet to thrive. It’s a big job and we’ve got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.

Learn more about our purpose and values

Working at Thames Water

Thames Water is a unique, rewarding, and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you’ll enjoy meaningful career opportunities, flexible working arrangements and excellent benefits.

If you’re looking for a sustainable and successful career where you can make a daily difference to millions of people’s lives while helping to protect the world of water for future generations, we’ll be here to support you every step of the way. Together, we can build a better future for our customers, our region, and our planet.

Real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us? Learn more.

We’re committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process. If you need any adjustments, whether that’s extra time, accessible formats, or anything else just let us know, we’re here to help and support.

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 and meet colleagues.

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.