Service Desk Agent

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.

Base location: Camelford House, 89 Albert Embankment, London SE1 7TP

This role includes supporting users across Thames Water locations, including Reading, through site visits, Digital Drop-in Clinics, and roadshows.

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.

Find out more about our benefits and perks (Please note different T&Cs apply if on secondment)

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 Wate r

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.

Real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us? Learn more.

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.

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 advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.