Service Desk Analyst

The purpose of this role is to provide excellent IT service to Thames Water Employees and Contractors through various communication channels and onsite support at our Digital Drop-in Clinics at primary locations.

This is an opportunity to work in our innovative office space where you can showcase your skills, ideas, and insights openly. The role is challenging and requires delivering next-generation services to our customers. Working within our team offers opportunities for career progression within the IT department.

What you will be doing as Service Desk Agent

1. Being the first point of contact for IT issues from the Thames Water user community, including support for management.
2. Logging, managing calls from internal employees via phone, email, self-service, and Digital Drop-in Clinics.
3. Improving incident resolution times and increasing first-time fix rates.
4. Providing 1st and 2nd line support for IT incidents related to software, hardware, and services like mobile phones, laptops, PCs, printers, etc.
5. Taking ownership of user incidents and following up on their status, communicating progress promptly.
6. Collaborating with the Incident Management and Request Fulfilment teams to enhance information quality for support teams and improve resolution times.

Base Location: Clear Water Court, Reading

Shift Pattern: 06:30-14:30, 8-4, 13:30-21:30, and occasional 9:30-17:30

What you should bring to the role

Essential

• Knowledge of Security processes.
• Knowledge of key technologies such as Windows 10, Office 365, SSCM, Intune, Azure/Active Directory, MFA, SSPR, Power BI, LAPS, Bitlocker.
• Experience in customer-facing roles and IT technical skills.
• Excellent customer service and communication skills, with experience in an IT Service Desk role.
• Ability to work in a fast-paced environment, managing multiple tasks under pressure.
• Strong time management and organizational skills.

Desirable

• Professional qualifications like ITIL.
• Knowledge of ServiceNow is a plus but not essential.

What’s in it for you?

• Competitive salary from £24,400 to £32,000 per annum based on experience.
• Annual leave starting at 24 days, increasing to 28 with service, plus bank holidays.
• Generous pension scheme through AON.
• Benefits for health, wellbeing, and financial security, including health MOTs, physiotherapy, counselling, Cycle to Work, vouchers, and life assurance.

Learn more about our benefits and perks.