At a Glance
- Tasks: Provide top-notch IT support to Thames Water employees and contractors.
- Company: Join an award-winning team focused on digital transformation.
- Benefits: Great career progression, dynamic work environment, and hands-on experience.
- Other info: Work in a creative office space with opportunities for personal growth.
- Why this job: Make a real impact by enhancing the digital experience for users.
- Qualifications: Customer service experience and basic IT skills required.
The predicted salary is between 24000 - 28000 £ 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 supporting 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.
Responsibilities
- 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, 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 organisational 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.
Service Desk Agent in Reading 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 a Service Desk Agent, you will not only provide vital IT support but also benefit from fantastic career progression opportunities, all while working in a creative office space that encourages collaboration and the sharing of ideas. Join us to make a meaningful impact on our digital transformation journey and enjoy the unique advantage of being part of a team that values your contributions and fosters a culture of excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Agent in Reading
✨Tip Number 1
Get to know the company culture! Before your interview, check out Thames Water's values and mission. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your customer service skills! Since you'll be the first point of contact for IT issues, think of scenarios where you can demonstrate your problem-solving abilities and how you handle customer interactions. Role-play with a friend if you can!
✨Tip Number 3
Show off your tech knowledge! Brush up on common IT issues and solutions, especially related to O365 and hardware troubleshooting. Being able to speak confidently about these topics will definitely impress during your interview.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and serious about joining the team at Thames Water. Don’t miss out on this opportunity!
We think you need these skills to ace Service Desk Agent in Reading
Some tips for your application 🫡
Show Your Customer Service Skills:Make sure to highlight your customer service experience in your application. We want to see how you've gone above and beyond to help users in the past, as this role is all about providing excellent IT support.
Tailor Your Application:Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the specific skills and experiences that match the Service Desk Agent role. We love seeing candidates who take the extra step!
Be Clear and Concise:When writing your application, keep it clear and to the point. Use straightforward language and avoid jargon unless it's relevant. We appreciate a well-structured application that’s easy to read.
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’s super easy to do!
How to prepare for a job interview at Test Triangle Ltd
✨Know Your Tech
Brush up on your IT knowledge, especially around the tools and technologies mentioned in the job description. Familiarise yourself with common issues related to O365, hardware troubleshooting, and any relevant software. This will help you demonstrate your technical skills and show that you're ready to tackle the challenges of the role.
✨Customer Service Focus
Since this role is all about providing excellent customer service, think of examples from your past experiences where you've gone above and beyond for a customer. Be prepared to discuss how you handle difficult situations and ensure user satisfaction, as this will highlight your interpersonal skills.
✨Practice Your Communication Skills
Effective communication is key in this role. Practice explaining technical concepts in simple terms, as you'll need to assist users who may not be tech-savvy. Consider doing mock interviews with friends or family to refine your verbal and written communication skills.
✨Show Your Team Spirit
This position requires collaboration with various teams, so be ready to share examples of how you've worked well in a team environment. Highlight your ability to share knowledge and best practices, as well as how you contribute to team success. This will show that you're not just a lone wolf but a team player who aligns with the company's values.
