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 IT technical skills are essential.
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 will 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.
Main Accountabilities / Outputs
- You will 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.
- 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
- SCCM
- Intune
- Azure/Active Directory
- MFA
- SSPR
- PowerBI
- LAPS
- Bitlocker
Personal Attributes required
- The successful candidate will possess significant relevant customer-facing experience and IT technical skills.
- You will 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 will possess well-developed interpersonal skills, and outstanding communication skills (verbal, listening, written, and tone) and you will 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.
- Flexible approach to working.
Service Desk Agent in Reading employer: Test Triangle
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 benefit from a supportive culture that encourages collaboration and creativity, alongside opportunities for career progression in the IT department. With access to modern office spaces and hands-on support initiatives like Digital Drop-in Clinics, you'll play a vital role in enhancing the digital experience for our customers while enjoying a fulfilling and rewarding career.
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 tricky situations with users.
✨Tip Number 3
Be ready to showcase your tech knowledge! Brush up on the key technologies mentioned in the job description, like Windows 10 and Office365. You might get asked about them, so having examples of your experience will give you an edge.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s a great way to reiterate your interest in joining the Thames Water team!
We think you need these skills to ace Service Desk Agent in Reading
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Service Desk Agent role. Highlight your relevant IT skills and customer service experience, showing us how you can contribute to our mission of delivering an excellent digital experience.
Show Off Your Communication Skills:Since this role involves a lot of interaction with users, it's crucial to demonstrate your communication skills in your application. Use clear and concise language, and don’t forget to showcase your ability to explain technical issues in a way that’s easy to understand.
Highlight Your Problem-Solving Abilities:We love candidates who can think on their feet! In your application, share examples of how you've successfully resolved IT issues in the past. This will show us that you have the right mindset for tackling challenges head-on.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us that you're genuinely interested in joining our team!
How to prepare for a job interview at Test Triangle
✨Know Your Tech
Familiarise yourself with 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 prepared and knowledgeable about the tools you'll be using.
✨Customer Service Focus
Since this role is all about providing excellent IT support, think of examples from your past experiences where you delivered outstanding customer service. Be ready to share how you handled difficult situations or resolved issues effectively.
✨Practice Your Communication Skills
As a Service Desk Agent, clear communication is key. Practice explaining technical concepts in simple terms. You might even want to do a mock interview with a friend to get comfortable with articulating your thoughts.
✨Show Your Problem-Solving Skills
Prepare to discuss specific incidents where you successfully troubleshot IT issues. Highlight your thought process and how you approached the problem, as this will demonstrate your ability to think on your feet and take ownership of user incidents.
