Senior Service Desk Analyst Job at Thames Water (Reading)

Senior Service Desk Analyst

Thames Water

Location:
United Kingdom , Reading

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

As a Senior Service Desk Analyst, you will play a key role within the Digital User Services team at Thames Water, supporting the delivery of reliable, responsive, and customer-focused IT services for employees and contractors across the organisation. Working closely with the Service Desk, Incident Management, and Digital Field Services teams, you will help ensure users receive timely support through multiple channels, including telephone, email, self-service, and onsite Digital Drop-in Clinics. You will provide both remote and hands-on support across primary office locations and remote sites, helping users resolve IT issues quickly and efficiently. This role contributes to the delivery of Thames Water’s digital transformation by improving user experience, supporting automation and self-service initiatives, and maintaining high standards of incident resolution and service delivery. You will collaborate with colleagues across Digital and third-party support teams to improve service quality, increase first-time fix rates, and ensure the organisation benefits from modern, efficient IT support services.

Job Responsibility:

Provide a high-quality IT customer experience to employees and contractors, ensuring incidents and requests are logged, triaged, and managed in line with service standards
Act as the first point of contact for IT issues across the organisation through phone, email, self-service, and Digital Drop-in Clinics
Provide 1st and 2nd line technical support for a range of IT services, including business applications, devices, and collaboration tools
Troubleshoot incidents relating to software, hardware, and mobile technologies, including laptops, desktops, printers, and mobile devices
Take ownership of incidents and service requests, ensuring progress is communicated clearly and that resolutions are delivered promptly
Support Digital Drop-in Clinics by providing on-site technical assistance, equipment swaps, meeting room technology support, and general user assistance
Identify opportunities to improve first-time fix rates and contribute to the development of knowledge base articles and support documentation
Monitor ticket queues, manage unassigned incidents, and ensure tickets are progressed and updated in line with incident management standards
Identify trends or recurring issues and escalate where necessary to improve long-term service performance
Support floorwalking activities by assisting analysts with technical queries and helping ensure service levels are maintained across the team
Provide guidance and support during major incidents, ensuring key information is captured and escalated appropriately to the Incident Management team
Attend daily Digital stand-up meetings and collaborate with colleagues to review performance and service priorities
Support governance activities, including participation in Problem Investigation Meetings (PIM) and Change Advisory Board (CAB) meetings where required
Review incident quality across the service desk and support continuous improvement by identifying knowledge or skills gaps
Support onboarding activities, including IT inductions and equipment handovers for new starters
Provide executive or VIP user support where required

Requirements:

Experience working in a customer-facing IT support or service desk environment
Strong customer service skills with the ability to communicate clearly and professionally across multiple channels
Experience managing incidents and service requests in a fast-paced support environment
Strong organisational and time management skills with the ability to prioritise multiple tasks
Ability to work independently while contributing effectively as part of a team
Excellent interpersonal and communication skills, including verbal, written, and listening skills
A proactive approach to problem-solving and delivering high-quality service to users
Ability to work under pressure while maintaining a positive and professional approach
A flexible mindset and willingness to support evolving service delivery needs
Some experience providing technical guidance or informal leadership within a support team is beneficial
Experience supporting Microsoft Windows 10 and Windows 11 environments
Knowledge of Microsoft Office 365 applications and collaboration tools
Familiarity with device management technologies such as SCCM and Microsoft Intune
Experience working with Azure Active Directory or Active Directory environments
Understanding of authentication and security technologies, including MFA and SSPR
Experience supporting endpoint security technologies such as BitLocker
Knowledge of IT service management tools such as ServiceNow is beneficial
Familiarity with reporting or analytics tools such as Power BI is advantageous

Nice to have:

Experience supporting onsite IT clinics, floorwalking, or hands-on end-user support
Experience supporting meeting room technology and workplace collaboration tools
Experience participating in service improvement initiatives or knowledge management activities
ITIL certification or familiarity with IT service management frameworks
Microsoft technical certifications or equivalent practical experience
Knowledge of security processes and best practices within IT service delivery environments

What we offer:

Competitive salary within the B grade banding
Annual Leave - 26 days holiday per year, increasing to 30 with the length of service. (plus bank holidays)
Generous Pension Scheme through AON
Performance-related pay plan directly linked to company performance measures and targets
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

Additional Information:

Job Posted:
March 19, 2026

Expiration:
March 27, 2026

Work Type:

Hybrid work

Thames Water - All Job Offers

Job Link Share:

Senior Service Desk Analyst

Thames Water

Location:
United Kingdom , Reading

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:
March 19, 2026

Expiration:
March 27, 2026

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