Location
Camelford House, London (onsite)

Hours
Full Time

Salary
Up to £38,000 per annum depending on experience

About the Role
As part of Thames Water's award-winning Service Desk team, you will help deliver an excellent IT service to employees and contractors by supporting the organisation's digital transformation. You will be the first point of contact for IT issues, providing 1st and 2nd line support across various communication channels including telephone, email, self-service, and onsite Digital Drop-in Clinics at primary locations. Your responsibilities will include troubleshooting Microsoft Teams and Office 365 applications, managing incidents related to hardware such as laptops, PCs, printers, and mobile phones, and improving incident resolution times. You will also provide hands-on support within the Digital Drop-in Clinic, including equipment swaps and potentially office and equipment moves. This role requires ownership of user incidents and timely communication of progress, contributing to team success by sharing knowledge and demonstrating Thames Water values.

What’s in it for you?
- Competitive salary up to £38,000 per annum depending on experience
- 24 days annual leave increasing to 28 with length of service (plus bank holidays)
- Performance-related pay plan linked to company and individual targets
- Generous pension scheme through AON
- Access to a wide range of benefits supporting health, wellbeing, and finances including annual health MOTs, physiotherapy, counselling, Cycle to Work scheme, shopping vouchers, and life assurance

About Thames Water
Thames Water is the UK’s largest water and wastewater company, serving over 16 million customers. We are committed to building a better future for our customers, communities, people, and the planet. Working at Thames Water means meaningful career opportunities, flexible working arrangements, and a diverse and inclusive environment where you can make a real difference every day.

Experience
- Hands-on experience supporting and troubleshooting Microsoft Teams including meetings, channels, chat, and integration within Microsoft 365
- Experience with 1st and 2nd line IT support including hardware and software troubleshooting
- Knowledge of Windows 10 and Windows 11 operating systems

About you
- Excellent customer service skills and telephone manner
- Outstanding communication skills (verbal, listening, written, and tone)
- Self-motivated achiever with a passion for delivering excellent customer service
- Able to work effectively in a fast-paced environment
- Demonstrates Thames Water values and contributes to team success by sharing knowledge and best practice

Qualifications
- Professional IT qualifications such as ITIL are desirable but not essential
- Knowledge of ServiceNow is a bonus but not required
- Understanding of security processes
- Familiarity with technologies including Office365, SSCM, Intune, Azure/Active Directory, MFA, SSPR, PowerBI, and LAPS is advantageous