At a Glance
- Tasks: Provide top-notch IT support and resolve issues for Thames Water employees.
- Company: Join a leading organisation focused on digital transformation and customer experience.
- Benefits: Great career progression, dynamic work environment, and opportunities to showcase your skills.
- Other info: Work in a creative office space with a supportive team culture.
- Why this job: Make a real impact by enhancing the digital experience for users every day.
- Qualifications: Customer service experience and basic IT knowledge preferred.
The predicted salary is between 30000 - 40000 £ per year.
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 in order 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 onsite support through our Digital Drop-in Clinics at Primary locations. The team will establish and execute a strategy for Digital User Services, building, maintaining, and supporting it as required to meet business requirements as well as using a shift left methodology to utilise more automation, self-service and provide efficient services to our users.
We are also adding additional services to Critical sites, plus attending roadshows and support smaller mobile sites. This is part of our Digital Drop-in clinics that will have empowered and skilled agents in place onsite to get users back up and running as quickly as possible. 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.
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:
- ServiceNow knowledge a bonus but not essential
- Knowledge of Security processes
- Knowledge of the following key technologies:
Personal Attributes required:
- The successful candidate will possess significant relevant customer-facing experience and IT technical skills.
- You’ll have excellent customer service skills and telephone manner and will have some experience in an IT Service Desk role and have excellent organizational skills.
- You’ll possess well-developed interpersonal skills, and outstanding communication skills (verbal, listening, written, and tone) and you’ll be a self-motivated achiever who gains satisfaction from providing excellent customer service.
- 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.
- Ability to think and work independently, and as part of a team and to take responsibility.
- Positive and robust attitude with a high level of personal motivation.
IT Service Desk Agent - Onsite Support & Fast Resolution employer: Test Triangle Ltd
Thames Water is an exceptional employer that prioritises the growth and development of its employees within a dynamic and innovative work environment. As an IT Service Desk Agent, you will benefit from hands-on experience in a supportive team, with ample opportunities for career progression while contributing to meaningful digital transformation initiatives. Our vibrant office space fosters creativity and collaboration, ensuring that you can showcase your skills and make a real impact on the customer experience.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Desk Agent - Onsite Support & Fast Resolution
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of research on Thames Water. Check out their values and mission. This way, you can show how you fit right in with their vision of creating an excellent digital experience for their customers.
✨Tip Number 2
Practice your troubleshooting skills! Since you'll be providing IT support, brush up on common issues related to O365, hardware, and software. Being able to demonstrate your problem-solving abilities during the interview will definitely impress them.
✨Tip Number 3
Show off your customer service skills! Prepare examples from your past experiences where you’ve gone above and beyond to help someone. This role is all about providing excellent service, so let them see that you’re passionate about helping others.
✨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 you’re serious about joining our team and contributing to the fantastic work we do at Thames Water.
We think you need these skills to ace IT Service Desk Agent - Onsite Support & Fast Resolution
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the IT Service Desk role. Highlight any customer service experience and technical skills you have, especially those related to IT support.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're passionate about providing excellent IT service. Share specific examples of how you've resolved issues or improved customer experiences in the past.
Show Off Your Communication Skills:Since this role involves a lot of interaction with users, make sure your written application showcases your communication skills. Keep it clear, concise, and professional while still being personable.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Test Triangle Ltd
✨Know Your Tech
Brush up on your knowledge of the key technologies mentioned in the job description, like O365 and common hardware issues. Being able to discuss these confidently will show that you're ready to tackle the challenges of the role.
✨Customer Service Focus
Prepare examples from your past experiences where you provided excellent customer service. Think about how you resolved issues and communicated with users, as this role is all about delivering a top-notch IT experience.
✨Demonstrate Team Spirit
Be ready to talk about how you've contributed to team success in previous roles. Highlight any instances where you shared knowledge or best practices, as teamwork is crucial for this position.
✨Practice Problem-Solving
Since you'll be dealing with IT incidents, practice articulating your thought process when troubleshooting. Prepare to walk through how you would handle specific scenarios, showcasing your ability to think independently and work under pressure.
