Service Desk Agent Job at Thames Water (Swindon)

Service Desk Agent

Thames Water

Location:
United Kingdom , Swindon

Category:
IT - Administration

Contract Type:
Not provided

Salary:

38000.00 GBP / Year

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Job Description:

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 to deliver our digital transformation and turnaround as part of the Service Desk team. 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.

Job Responsibility:

Improving 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
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 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 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

Requirements:

Professional qualifications desirable (ITIL)
ServiceNow 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)
self-motivated achiever who gains satisfaction from providing excellent customer service
Knowledge of the following key technologies: Windows 11
Windows 10
Microsoft Teams
Office365
SSCM
Intune
Azure/Active Directory
MFA
SSPR
PowerBI
LAPS
Able to work in a fast-paced environment

Nice to have:

Professional qualifications desirable (ITIL)
ServiceNow knowledge is a bonus

What we offer:

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 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 02, 2026

Expiration:
March 11, 2026

Work Type:

Hybrid work

Thames Water - All Job Offers

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