At a Glance
- Tasks: Deliver top-notch IT support and enhance user experience for Thames Water employees.
- Company: Join a leading water utility company committed to innovation and customer service.
- Benefits: Gain valuable experience, competitive pay, and opportunities for professional growth.
- Other info: Dynamic team environment with opportunities for hands-on learning and career advancement.
- Why this job: Be the go-to person for IT issues and make a real difference in users' work lives.
- Qualifications: IT knowledge and a passion for helping others; ITIL certification is a plus.
The predicted salary is between 25000 - 35000 £ per year.
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
- SPR
- PowerBI
- LAPS
- Bitlocker
Service Desk Analyst in Reading employer: Infoplus Technologies UK Limited
Thames Water is an exceptional employer, offering a dynamic work environment where you can thrive as a Service Desk Analyst. With a strong commitment to employee development and a culture that values collaboration and innovation, you'll have the opportunity to enhance your skills while contributing to meaningful projects that impact the community. Located in a vibrant area, we provide a supportive atmosphere that encourages growth and fosters a sense of belonging among our team members.
Contact Details:
Infoplus Technologies UK Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst in Reading
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of research on Thames Water's values and how they align with your own. This will help you connect better during the conversation and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your troubleshooting skills! Since you'll be dealing with IT issues, brush up on common problems related to Windows 10, Office 365, and other technologies mentioned in the job description. Being able to demonstrate your knowledge in real-time can really impress the interviewers.
✨Tip Number 3
Show off your communication skills! As a Service Desk Analyst, you'll need to keep users updated on their incidents. During your interview, highlight any experiences where you've successfully communicated complex information clearly and effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you’re proactive and serious about landing the job with us at StudySmarter.
We think you need these skills to ace Service Desk Analyst in Reading
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Service Desk Analyst role. Highlight your IT support experience, especially with tools like O365 and any troubleshooting you've done.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're passionate about providing excellent IT customer service. Share specific examples of how you've improved incident resolution times or enhanced user experiences in previous roles.
Showcase Your Technical Skills:List out your technical skills clearly, especially those mentioned in the job description like Windows 10, Azure, and ServiceNow. We want to see how you can contribute to our team right from the start!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it makes tracking your application easier for both of us.
How to prepare for a job interview at Infoplus Technologies UK Limited
✨Know Your Tech
Make sure you brush up on your knowledge of the key technologies mentioned in the job description, like Windows 10, Office 365, and ServiceNow. Being able to discuss these confidently will show that you're ready to hit the ground running.
✨Showcase Your Customer Service Skills
As a Service Desk Analyst, you'll be the first point of contact for IT issues. Prepare examples of how you've provided excellent customer service in the past, especially in stressful situations. This will demonstrate your ability to handle calls and emails effectively.
✨Practice Incident Management Scenarios
Think about common IT incidents and how you would troubleshoot them. Practising these scenarios can help you articulate your thought process during the interview, showing that you can take ownership of user incidents and follow through on resolutions.
✨Emphasise Team Collaboration
This role involves working closely with teams to improve incident resolution times. Be ready to discuss how you've collaborated with others in previous roles, sharing knowledge and best practices to contribute to team success.
