Service Desk Agent

ROLE PROFILE

Job Title: Service Desk Agent

Grade: A3

Reports to: Digital Service Desk Team Lead

Grade: B3

Job Purpose Summary

As a team, our visionis 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 in order to deliver our digital

transformation and turnaround as part of the Service Deskteam.

The

purpose of this role is to provide an excellent IT service to Thames Water

Employees and Contractors, using different communication channels and

providing onsite support through our Digital Drop-in Clinics at Primary

locations.

The team will establish and execute a strategy for Digital User

Services, building, maintaining, and supporting it as required to meet

business requirements as well as using a shift left methodology to utilise

more automation, self-service and provide efficient services to our users.

We are also adding additional services to Critical sites, plus

attending roadshows and support smaller mobile sites. This is part of our

Digital Drop-in clinics that will have empowered and skilled agents in place

onsite to get users back up and running as quickly as possible.

This is a chance for you to

work in our innovative creative office space where you will be able to

visually demonstrate your skills, ideas, and insights openly. This is a

challenging role which requires you to help deliver the best next generation

services to all our customers. Working within our team will enable to you to

make a difference and take advantage of fantastic career progression and

opportunities within the IT department.

Main

Accountabilities / Outputs

• You’ll be providing

  an excellent IT customer experience to the required standards, working

  closely with the Incident Management Request Fulfilment team to improve

  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 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 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, swapping out of IT equipment. This can grow to office

  and equipment moves, taking ownership of user incidents, and follow up

  on the status of incidents on behalf of the user, and communicating

  progress in a timely manner.

·Update the

Service Now ticketing system, ensuring the call has been logged and all

notes, progress and required actions have been input promptly and accurately.

Qualification and Experience required

• Professional

  qualifications desirable (ITIL)

• ServiceNow

  knowledge a bonus but not essential

• Knowledge

  of Security processes

• Knowledge

  of the following key technologies:

• Windows 10
• Windows 11
• Office365
• SSCM
• Intune,
• Azure/Active

Directory

• MFA
• SSPR
• PowerBI
• LAPS
• Bitlocker

Personal Attributes required

·The successful candidate will possess significant relevant customer-facing

experience and IT technical skills.

·You’ll have excellent customer service skills and

telephone manner and will have some experience in an IT Service Desk role and

have 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-motivated

achiever who gains satisfaction from providing excellent customer service.

• Experience of working in a fast-paced office environment, with

  the ability to work under pressure and manage multiple tasks at any one time.

• Excellent time management and organisational skills with the

  ability to meet deadlines and be responsive to staff needs.

• Ability to think and work independently, and as part of a team

  and to take responsibility.

• Positive and robust attitude with a high

  level of personal motivation

• Flexible approach to working