Service Desk Agent

As a team, our vision is to create an everyday digital experience for the people we serve - 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 on‑site support through our Digital Drop‑in Clinics at primary locations.

• Improving the quality of information to be used by 3rd party support teams to improve incident resolution times.
• Contribute to team success by demonstrating Thames Water values, sharing knowledge and best practice.
• Supporting and troubleshooting issues related to Microsoft Teams
  , including user access, meeting functionality, audio/video configuration, and integration with other Office 365 applications.
• Providing guidance and training to end users to help them make the best use of Microsoft Teams collaboration features.
• 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 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 in a timely manner.
• Within the Digital Drop‑in Clinic, providing hands‑on support and swapping out of IT equipment. This can grow to office and equipment moves, taking ownership of the user.

• Professional qualifications desirable (ITIL)
• Service Now knowledge is a bonus but not essential
• Knowledge of Security processes
• Excellent customer service skills and telephone manner
• Hands‑on experience supporting and troubleshooting Microsoft Teams
  , including Teams Meetings, Channels, Chat, and integration within the Microsoft 365 ecosystem
• 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
• Microsoft Teams
• Office
  365
• SSCM
• Intune
• Azure/Active Directory
• MFA
• SSPR
• PowerBI
• LAPS
• Able to work in a fast‑paced environment

• Competitive salary up to £38,000 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.

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.

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.

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