Service Desk Agent

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 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.

• 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.
• Disability Confident.

A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high‑volume, seasonal and high‑peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non‑disabled people.

For more details please go to .

We’re committed to being a great, diverse, and inclusive place to work. We welcome applications from everything 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.

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.

Competitive salary up to £38,000 per annum, depending on experience.

• Annual leave – 24 days holiday per year, increasing to 28 with the 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 yourself 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.