At a Glance
- Tasks: Be the friendly face of IT support, helping colleagues solve tech issues and stay productive.
- Company: Join Thames Water, the UK's largest water and wastewater company, making a real difference.
- Benefits: Enjoy a competitive salary, generous leave, health perks, and career development opportunities.
- Other info: Flexible working arrangements and a diverse, inclusive workplace await you.
- Why this job: Make an impact daily while supporting a sustainable future for millions.
- Qualifications: Experience in IT support, strong customer service skills, and confidence with Microsoft 365.
The predicted salary is between 38000 - 38000 £ per year.
As a Service Desk Agent at Thames Water, you'll be part of an award-winning team transforming how we deliver IT support across the business. You'll be the first friendly point of contact for colleagues and contractors, helping to resolve issues quickly so people can stay connected and productive.
You’ll support users across phone, email, self-service, and face-to-face at our Digital Drop-in Clinics. From fixing laptop and Microsoft 365 issues to supporting meeting rooms and setting up devices on site, you’ll play a hands-on role in keeping Thames Water running smoothly. You’ll also help us improve how we work by supporting smarter, more automated and self-service solutions.
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 ServiceNow.
- Provide 1st and 2nd line support for hardware, software, and access issues.
- Support Microsoft 365, Windows 10/11, laptops, mobile devices, printers, and meeting room technology.
- Help resolve issues relating to Azure Active Directory, multi-factor authentication, self-service password reset, and BitLocker.
- Deliver face-to-face support through Digital Drop-in Clinics, site visits, and roadshows.
- Carry out basic site support activities, including daily walkaround 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.
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 Microsoft 365 and Windows operating systems.
- Ability to troubleshoot hardware, software, and access issues.
- Experience using a service management tool (such as ServiceNow 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 Microsoft 365.
- Ability to troubleshoot common IT issues across hardware, software, and user access.
- Experience using an IT service management tool (e.g. ServiceNow 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.
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.
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.
Service Desk Agent - London, Greater London employer: Thames Water
Thames Water is an exceptional employer, offering a dynamic work environment in the heart of London where you can make a tangible impact on millions of lives. With competitive salaries, generous benefits, and a strong commitment to employee development, you'll find ample opportunities for growth and learning within our diverse and inclusive culture. Join us to be part of a team that values your contributions and supports your career aspirations while working towards a sustainable future.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Agent - London, Greater London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Thames Water. 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 Thames Water 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 - London, Greater London
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 Thames Water:Your cover letter is your chance to shine! Tell us why you want to work at Thames Water 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 Thames Water!
How to prepare for a job interview at Thames Water
✨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.
