{"id":2216663,"url":"https://alion.io/job/testtriangle-service-desk-agent","title":"Service Desk Agent","company":{"id":4380438,"name":"Test Triangle","domain":"testtriangle.com","url":"https://alion.io/company/testtriangle","size_band":null,"is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":"Zoho Recruit","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Reading, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":36000,"max_usd":68000,"period":"year","method":"role_country_seniority_unknown","sample_n":88},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"Service Desk","optional":false},{"name":"Shift-Left","optional":false},{"name":"Shift-Left Security","optional":false},{"name":"Azure","optional":true},{"name":"ITIL","optional":true},{"name":"Power BI","optional":true},{"name":"ServiceNow","optional":true},{"name":"Windows","optional":true}],"status":"live","first_seen_at":"2026-10-10T08:37:28Z","employer_posted_date":"2026-10-10","last_verified_at":"2026-10-12T20:20:36Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"ROLE PROFILE\nJob Title: Service Desk Agent\nGrade: A3\nReports to: Digital Service Desk Team Lead\nGrade: B3\nJob Purpose Summary\nAs a team, our visionis to create an everyday digital\nexperience for the people we serve - our customers - by putting them at the\nheart of everything we do. As part of our\naward-winning team, you’ll help the business become an intelligent, connected\norganisation in order to deliver our digital\ntransformation and turnaround as part of the Service Deskteam.\nThe\npurpose of this role is to provide an excellent IT service to Thames Water\nEmployees and Contractors, using different communication channels and\nproviding onsite support through our Digital Drop-in Clinics at Primary\nlocations.\nThe team will establish and execute a strategy for Digital User\nServices, building, maintaining, and supporting it as required to meet\nbusiness requirements as well as using a shift left methodology to utilise\nmore automation, self-service and provide efficient services to our users.\nWe are also adding additional services to Critical sites, plus\nattending roadshows and support smaller mobile sites. This is part of our\nDigital Drop-in clinics that will have empowered and skilled agents in place\nonsite to get users back up and running as quickly as possible.\nThis is a chance for you to\nwork in our innovative creative office space where you will be able to\nvisually demonstrate your skills, ideas, and insights openly. This is a\nchallenging role which requires you to help deliver the best next generation\nservices to all our customers. Working within our team will enable to you to\nmake a difference and take advantage of fantastic career progression and\nopportunities within the IT department.\nMain\nAccountabilities / Outputs\nYou’ll be providingan excellent IT customer experience to the required standards, working\nclosely with the Incident Management Request Fulfilment team to improve\nthe quality of information to be used by 3rd party support\nteams to improve the incident resolution times.\n\nContribute to teamsuccess, by demonstrating Thames Water\nvalues, sharing knowledge and best practice.\n\nBeing thefirst-time contact for IT issues from the Thames Water user community, also providing support to management. \n\nReceiving, logging,and managing calls from internal employees via telephone, email,\nself-service, and Digital Drop-in Clinics.\n\n·Continually improving the\nincident resolution times and identifying opportunities to increase first time fix rate.\n·1st and 2nd line support -\ntroubleshooting of IT related incidents from in-house software, O365 suite to\nhardware issues such as mobile phones, Laptops, PCs,\nprinters etc.\n·Take ownership of user incidents\nand follow up the status of incidents on behalf of the user and communicate\nprogress in a timely manner.\nWithin the DigitalDrop-in Clinic, providing hands-on support, swapping out of IT equipment. This can grow to office\nand equipment moves, taking ownership of user incidents, and follow up\non the status of incidents on behalf of the user, and communicating\nprogress in a timely manner.\n\n·Update the\nService Now ticketing system, ensuring the call has been logged and all\nnotes, progress and required actions have been input promptly and accurately.\nQualification and Experience required\nProfessionalqualifications desirable (ITIL)\n\nServiceNowknowledge a bonus but not essential\n\nKnowledgeof Security processes\n\nKnowledgeof the following key technologies:\n\nWindows 10\nWindows 11\nOffice365\nSSCM\nIntune,\nAzure/Active\nDirectory\nMFA\nSSPR\nPowerBI\nLAPS\nBitlocker\nPersonal Attributes required\n·The successful candidate will possess significant relevant customer-facing\nexperience and IT technical skills.\n·You’ll have excellent customer service skills and\ntelephone manner and will have some experience in an IT Service Desk role and\nhave excellent organizational skills.\n·You’ll possess well-developed interpersonal skills, and outstanding communication skills\n(verbal, listening, written, and tone) and you’ll be a self-motivated\nachiever who gains satisfaction from providing excellent customer service.\nExperience of working in a fast-paced office environment, withthe ability to work under pressure and manage multiple tasks at any one time.\n\nExcellent time management and organisational skills with theability to meet deadlines and be responsive to staff needs.\n\nAbility to think and work independently, and as part of a teamand to take responsibility.\n\nPositive and robust attitude with a highlevel of personal motivation\n\nFlexible approach to working","description_format":"text","description_chars":4546,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-10T08:37:28Z"}],"visa":[],"liveness":{"score":52,"band":"ok","label":"Likely open","p_open":1,"p_active":0.516,"p_room":1,"age_days":1,"expected_fill_days":20,"reasons":["conf:3","agency","win:early"],"computed_at":"2026-10-12T06:55:09Z"},"pay":null,"html_url":"https://alion.io/job/testtriangle-service-desk-agent","json_url":"https://alion.io/job/testtriangle-service-desk-agent.json","meta":{"generated_at":"2026-10-12T23:15:23Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":38152,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4380438},"rest":"https://alion.io/mcp/rest/get_company?id=4380438"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftesttriangle-service-desk-agent"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftesttriangle-service-desk-agent"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftesttriangle-service-desk-agent"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/testtriangle-service-desk-agent\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftesttriangle-service-desk-agent"}]}