At a Glance
- Tasks: Provide top-notch IT support to Thames Water employees via various channels.
- Company: Join the UK's largest water and wastewater company, serving over 16 million customers.
- Benefits: Enjoy competitive salary, generous annual leave, and a fantastic pension scheme.
- Other info: Flexible working hours and opportunities to support customers during crises.
- Why this job: Make a real difference while enjoying career growth in a diverse and inclusive environment.
- Qualifications: Customer service experience and knowledge of IT systems are essential; ITIL is a plus.
The predicted salary is between 24400 - 32000 € per year.
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.
This is a chance for you to work in our innovative, creative office space where you will be able to visually demonstrate your skills, ideas, and insights openly. This is a challenging role which requires you to help deliver the best next-generation services to all our customers. Working within our team will enable you to make a difference and take advantage of fantastic career progression and opportunities within the IT department.
What you will be doing as a Service Desk Agent
- Being the first-time contact for IT issues from the Thames Water user community also provides 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 the 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 promptly.
- 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.
Base Location – Clear Water Court, Reading
Requirements – Shift pattern (06:30-14:30, 8-4, 13:30-21:30 and occasional 9:30-17:30)
What you should bring to the role
Essential
- Knowledge of Security processes.
- Knowledge of any of the following key technologies would be beneficial - Windows 10, Office 365, SSCM, Intune, Azure/Active Directory, MFA, SSPR, Power BI, LAPS, BitLocker.
- Experience in a relevant customer-facing role and IT technical skills.
- Excellent customer service skills and telephone manner, and will have some experience in an IT Service Desk role and have excellent organisational 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.
- Excellent time management and organisational skills with the ability to meet deadlines and be responsive to staff needs.
Desirable
- Professional qualifications such as ITIL.
- ServiceNow knowledge is a bonus but not essential.
What’s in it for you?
- Competitive salary from £24,400 to £32,000 per annum depending on experience
- Annual Leave - 24 days holiday per year, increasing to 28 with the length of service (plus bank holidays)
- Generous Pension Scheme through AON
- Access to lots of benefits to help you take care of yourself 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.
Find out more about our benefits and perks
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
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 fast-tracked career opportunities, flexible working arrangements and excellent benefits.
Whether you’re interested in a role in one of our call centres or science labs, we’re looking for people like you with real passion and a burning desire to make things better.
So, 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\'s 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? Learn more.
Our overarching aim is to ensure that Thames Water is a great, diverse, and inclusive place to work. We welcome applications from everyone and offer extra support for those who need it throughout the recruitment process. We aim to remove any real or perceived barriers to success, so if you need assistance, 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 advertisement earlier than the advertised date. We encourage you to apply as soon as possible to avoid disappointment. #J-18808-Ljbffr
Service Desk Agent in Reading employer: Medirest Signature
Thames Water is an exceptional employer, offering a dynamic and innovative work environment at our Clear Water Court location in Reading. With a strong focus on employee growth, we provide fast-tracked career opportunities, flexible working arrangements, and a comprehensive benefits package that prioritises health and wellbeing. Join us to make a meaningful impact while enjoying a diverse and inclusive workplace culture that supports your professional journey.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Agent in Reading
✨Tip Number 1
Familiarise yourself with the key technologies mentioned in the job description, such as Windows 10 and Office 365. Having hands-on experience or even just a solid understanding of these tools will help you stand out during interviews.
✨Tip Number 2
Showcase your customer service skills by preparing examples from your past experiences where you successfully resolved issues or improved user satisfaction. This will demonstrate your ability to handle the demands of a Service Desk Agent role.
✨Tip Number 3
Research Thames Water’s values and mission. Being able to articulate how your personal values align with theirs can make a strong impression and show that you're genuinely interested in contributing to their goals.
✨Tip Number 4
Prepare for potential scenario-based questions during the interview. Think about how you would handle specific IT issues or customer interactions, as this will demonstrate your problem-solving skills and readiness for the role.
We think you need these skills to ace Service Desk Agent in Reading
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience in customer service and IT support. Emphasise any specific skills related to the technologies mentioned in the job description, such as Windows 10 or Office 365.
Craft a Compelling Cover Letter:In your cover letter, express your enthusiasm for the role and the company. Mention how your skills align with the responsibilities of a Service Desk Agent and provide examples of how you've successfully resolved IT issues in the past.
Showcase Your Communication Skills:Since this role involves being the first point of contact for IT issues, highlight your excellent communication skills. Provide examples of how you've effectively communicated with customers or colleagues in previous roles.
Highlight Problem-Solving Abilities:Demonstrate your problem-solving skills by including specific instances where you identified and resolved IT-related incidents. This will show that you can take ownership of user incidents and improve resolution times.
How to prepare for a job interview at Medirest Signature
✨Showcase Your IT Knowledge
Make sure to brush up on your knowledge of key technologies mentioned in the job description, such as Windows 10 and Office 365. Be prepared to discuss how you've used these tools in previous roles or how you would approach troubleshooting common issues.
✨Demonstrate Excellent Customer Service Skills
Since this role involves direct interaction with Thames Water employees, it's crucial to highlight your customer service experience. Share specific examples of how you've successfully resolved issues or improved user satisfaction in past positions.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities in real-time scenarios. Think about how you would handle various IT incidents and be ready to explain your thought process clearly and concisely.
✨Emphasise Your Organisational Skills
Given the fast-paced nature of the role, it's important to convey your ability to manage multiple tasks effectively. Discuss any tools or methods you use to stay organised and meet deadlines, as well as how you prioritise tasks under pressure.
