This vacancy is now closed


What is the purpose of this role?

The purpose of this role is to provide an excellent IT service to Thames Water Employees and Contractors 24/7 on shift rotation using different communication channels and providing onsite support through our Digital Drop-in sessions at Primary locations.

You will be part of a Digital team creating our in-house multi-million pound ITIL service management framework. You will be involved in continuously improving our service for our current and future long-term vision.

What makes this role unique?

As part of our exciting plans, the IT Service Delivery Team structure is growing to strengthen and increase our in-house capability and capacity. The areas of expertise we’re looking for are focused on the end-to-end service management of our IT services.

The team will establish and execute a strategy for Digital User Services, building, maintaining, and supporting it as required to meet business requirements at an affordable cost. Working, overall, on a shift left methodology bringing automation, self-service, and efficient services to our users.

We are also planning to add additional services to Critical sites, plus attend roadshows and support smaller mobile sites. This will be part of our future 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 that 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.

What will this role involve? (Accountabilities)

· Providing an excellent IT customer experience to required standards

· Contribute to team success, by demonstrating Thames Water values, sharing knowledge and best practice

· Being the first point of contact for IT issues from the Thames Water user community

· Receiving, logging, and managing calls from internal employees via telephone, email, self-service, and Drop-in clinics

· Continually improve first-time fix rates and identify opportunities to improve first-time fix rates.

· 1st and 2nd line support - troubleshooting of IT related incidents from in-house software to hardware, such as mobile phones, Laptops, PCs

· Providing hands-on support, Imaging, and swapping out of IT equipment

· Take ownership of user incidents and communicate progress promptly

What skills are we looking for?

The successful candidate will possess excellent customer service skills and a telephone manner.

You will ideally have 2 years of experience in a similar technical role and have excellent organizational skills and be a self-motivated achiever who gains satisfaction from providing excellent customer service.

Prior experience in 1st and 2nd line support troubleshooting the following technologies.

Windows 10, Office 365, Active Directory, VPN Any experience with ServiceNow, Microsoft EndPoint Manager, and Amazon Connect would be beneficial.

As part of this L8 position, you will be requested to attend sites on a shift rotation.

You may also be asked to provide support and backfill our Night Shift when required.

This permanent position is based on a 36 hour a week

Our competitive salary & package includes, an excellent contributory pension, 24 days holiday per year increasing to 28 with the length of service and a wider benefits scheme.   

We’re proud of the positive ways of working we have adopted during the pandemic. We want to create a more flexible and dynamic environment so all our colleagues can thrive. For our office-based roles, we’re moving to a hybrid approach where we’ll provide options around working from our offices, our operational sites, and home dependent on role/team/individual. This will be discussed during the assessment process.

Thames Water is a unique, rewarding, and diverse place to work. If you join our team, you’ll enjoy fast-tracked career opportunities, flexible working arrangements, and unparalleled benefits. We’re also proud to be an equal opportunity employer, Stonewall Diversity Champion, and Disability Confident Leader and we’re a Times Top 50 Employer for Women. 

Click here to find out more about working at Thames Water.