Service Desk Senior Agent

at  Thames Water Utilites

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 in order to deliver our digital transformation and turnaround as part of the Service Desk and Digital Field Services Team
This Service Desk agent is part of the Digital IT Support team who provide 24/7 support to all our end users
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, along with dedicated remote sites.

WHAT YOU’LL BE DOING AS A SENIOR SERVICE DESK AGENT

• You’ll be providing an excellent IT customer experience to the required standards, working closely with the Incident Management and Request Fulfilment to improve the quality of information to be used by 3rd party support teams to improve the incident and request resolution times
• Take ownership of user incidents and follow up the status of incidents on behalf of the user and communicate progress in a timely manner
• Help provide hands-on support for all IT Issues, swapping out of IT equipment, supporting our Team Meeting room technology and more
• Lead Service Desk shift by monitoring availability, providing technical guidance and support within the team whilst taking into consideration Service Level targets are met and we always have availability
• 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
• Contribute to team success, by demonstrating and promoting Thames Water values. Lead by example and be a role model for other analysts in the team
• Receiving, logging, and managing calls from internal employees via telephone, email, self-service, and Digital Drop-in Clinics
• Identifying opportunities to increase first time fix rate and creating Knowledgebase articles where required
  Base Location – Hybrid – Walnut Court, Swindon SN2 8BN
  Working Pattern – Shift work anytime between 06:30 and 21:30 Monday to Friday

WHAT YOU SHOULD BRING TO THE ROLE

We want to bring together a team of brilliant tech minds with game changing ideas. We’re looking for people who will help us re-imagine the way we work and the way we get things done:

• The successful candidate will possess significant relevant customer-facing experience and IT technical skills.
• Experience of working in a fast-paced office environment, with the ability to work under pressure and manage multiple tasks at any one time
• Outstanding communication skills (verbal, listening, written, and tone) and you’ll be a self-motivated achiever who gains satisfaction from providing excellent customer service
• Extensive experience in an IT support environment
• Knowledge of Windows10, Azure, PowerBI, Intune, SSCM and BitLocker
• Excellent time management and organisational skills with the ability to meet deadlines and be responsive to staff needs
• Microsoft Certification highly desirable and/or similar previous experience
• Leadership experience is desirable