At a Glance
- Tasks: Provide top-notch IT support and resolve tech issues for colleagues and contractors.
- Company: Join Thames Water, the UK's largest water and wastewater company.
- Benefits: Earn up to £38,000, enjoy 24 days holiday, and access health perks.
- Other info: Flexible working arrangements and opportunities for career growth await you.
- Why this job: Make a real impact while developing your IT skills in a dynamic environment.
- Qualifications: Experience in IT support, strong communication, and problem-solving skills required.
The predicted salary is between 38000 - 38000 £ per year.
As a Service Desk Agent in London, you will join Thames Water’s award-winning team, acting as the primary contact for IT incidents and service requests.
You’ll support colleagues and contractors via phone, email, self-service, and face‑to‑face at Digital Drop‑in Clinics.
Responsibilities include fixing laptop and Microsoft 365 issues, supporting meeting rooms, and setting up devices on site.
You will also contribute to improving smarter, automated, and self‑service solutions.
This full‑time role offers a competitive salary up to £38,000 per annum.
Key skills include strong communication, problem‑solving, and technical proficiency in common IT systems.
- What you’ll be doing as a Service Desk Agent
- Act as the first point of contact for IT incidents and service requests.
- Provide high‑quality IT support to senior leaders and executive stakeholders, delivering a professional and responsive service both remotely and face‑to‑face.
- Log, track, and manage tickets accurately using Service Now.
- Provide 1st and 2nd line support for hardware, software, and access issues.
- Support Microsoft 365, Windows10/11, laptops, mobile devices, printers, and meeting room technology.
- Help resolve issues relating to Azure Active Directory, multi‑factor authentication, self‑service password reset, and Bit Locker.
- Deliver face‑to‑face support through Digital Drop‑in Clinics, site visits, and roadshows.
- Carry out basic site support activities, including daily walk‑around checks and meeting room support.
- Work closely with Incident Management and Request Fulfilment teams to improve resolution quality and speed.
- Take ownership of issues and keep users updated throughout the lifecycle of their request.
- Contribute ideas to improve service, increase first‑time fixes, and enhance the user experience.
Base location: Camelford House, 89 Albert Embankment, London SE17TP.
This role includes supporting users across Thames Water locations, including Reading, through site visits, Digital Drop‑in Clinics, and roadshows.
- What you should bring to the role
- Experience supporting users in an IT service desk or technical support environment.
- Strong customer service skills with a focus on delivering a positive user experience.
- Confidence working with Microsoft365 and Windows operating systems.
- Ability to troubleshoot hardware, software, and access issues.
- Experience using a service management tool (such as Service Now or similar).
- Clear communication skills, able to explain technical issues in a simple and helpful way.
- Good organisation skills with the ability to manage multiple priorities.
- A proactive mindset, taking ownership and seeing issues through to resolution.
- A collaborative approach and willingness to share knowledge with the team.
- The essential criteria to help you succeed in this role is
- Experience in an IT support or service desk environment.
- Strong customer service and communication skills, with the confidence to support stakeholders at all levels, including senior leaders.
- Strong understanding of Microsoft Windows and Microsoft365.
- Ability to troubleshoot common IT issues across hardware, software, and user access.
- Experience using an IT service management tool (e. g. Service Now or similar).
- Ability to prioritise workload and work effectively in a fast‑paced environment.
- Extra qualities that would be a great fit for our team
- ITIL Foundation certification or awareness of IT service management principles.
- Experience supporting Azure Active Directory, multi‑factor authentication, and self‑service password reset tools.
- Familiarity with Intune or System Centre Configuration Manager.
- Experience supporting meeting room or audio‑visual technology.
- Experience working in a large, complex organisation.
- What’s in it for you
- Competitive salary up to £38,000 per annum depending on experience.
- Annual Leave: 24 days holiday per year increasing to 28 with length of service (plus bank holidays).
- Performance‑related pay plan linked to company performance.
- Generous pension scheme through AON.
- Access to a wide range of health and wellbeing benefits including physiotherapy, counselling, Cycle to Work scheme, shopping discounts, and life assurance.
- Learning and development opportunities within a large digital and technology function.
- Find out more about our benefits and perks (Please note different T&Cs apply if on secondment).
Who are we?
We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets.
We want to build a better future for all, helping our customers, communities, people, and the planet to thrive.
It’s a big job and we’ve got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.
Learn more about our purpose and values.
Working at Thames Water is a unique, rewarding, and diverse place to work, where every day you can make a difference, yet no day is the same.
As part of our family, you’ll enjoy meaningful career opportunities, flexible working arrangements and excellent benefits.
If you’re looking for a sustainable and successful career where you can make a daily difference to millions of people’s lives while helping to protect the world of water for future generations, we’ll be here to support you every step of the way.
Together, we can build a better future for our customers, our region, and our planet.
Real purpose, real support, real opportunities.
Come and join the Thames Water family.
Why choose us?
We’re committed to being a great, diverse, and inclusive place to work.
We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process.
If you need any adjustments, whether that’s extra time, accessible formats, or anything else just let us know, we’re here to help and support.
When a crisis happens, we all rally around to support our customers.
As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador.
Full training will be given for what is undoubtedly an incredibly rewarding experience.
It’s also a great opportunity to learn more about our business and meet colleagues.
Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.
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Service Desk Agent employer: JAM Recruitment Ltd
At JAM Recruitment Ltd, we pride ourselves on being an exceptional employer that values the growth and development of our team members. Located in Birmingham, we offer a dynamic work culture that fosters collaboration and innovation, alongside competitive salaries and hybrid working options. With a strong focus on career progression, our employees are empowered to take on leadership roles and make a meaningful impact in the field of personal injury law.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Agent
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at JAM Recruitment Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like JAM Recruitment Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Agent
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to JAM Recruitment Ltd:Your cover letter is your chance to shine! Tell us why you want to work at JAM Recruitment Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at JAM Recruitment Ltd!
How to prepare for a job interview at JAM Recruitment Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
