Senior Service Desk Analyst

As a Senior Service Desk Analyst, you will play a key role within the Digital User Services team at Thames Water, supporting the delivery of reliable, responsive, and customer-focused IT services for employees and contractors across the organisation.

Working closely with the Service Desk, Incident Management, and Digital Field Services teams, you will help ensure users receive timely support through multiple channels, including telephone, email, self-service, and onsite Digital Drop-in Clinics.
You will provide both remote and hands-on support across primary office locations and remote sites, helping users resolve IT issues quickly and efficiently.

This role contributes to the delivery of Thames Water’s digital transformation by improving user experience, supporting automation and self-service initiatives, and maintaining high standards of incident resolution and service delivery. You will collaborate with colleagues across Digital and third-party support teams to improve service quality, increase first-time fix rates, and ensure the organisation benefits from modern, efficient IT support services.

6 Month fixed-term contract

What you’ll be doing as a Digital Service Desk Analyst

• Provide a high-quality IT customer experience to employees and contractors, ensuring incidents and requests are logged, triaged, and managed in line with service standards.
• Act as the first point of contact for IT issues across the organisation through phone, email, self-service, and Digital Drop-in Clinics.
• Provide 1st and 2nd line technical support for a range of IT services, including business applications, devices, and collaboration tools.
• Troubleshoot incidents relating to software, hardware, and mobile technologies, including laptops, desktops, printers, and mobile devices.
• Take ownership of incidents and service requests, ensuring progress is communicated clearly and that resolutions are delivered promptly.
• Support Digital Drop-in Clinics by providing on-site technical assistance, equipment swaps, meeting room technology support, and general user assistance.
• Identify opportunities to improve first-time fix rates and contribute to the development of knowledge base articles and support documentation.
• Monitor ticket queues, manage unassigned incidents, and ensure tickets are progressed and updated in line with incident management standards.
• Identify trends or recurring issues and escalate where necessary to improve long-term service performance.
• Support floorwalking activities by assisting analysts with technical queries and helping ensure service levels are maintained across the team.
• Provide guidance and support during major incidents, ensuring key information is captured and escalated appropriately to the Incident Management team.
• Attend daily Digital stand-up meetings and collaborate with colleagues to review performance and service priorities.
• Support governance activities, including participation in Problem Investigation Meetings (PIM) and Change Advisory Board (CAB) meetings where required.
• Review incident quality across the service desk and support continuous improvement by identifying knowledge or skills gaps.
• Support onboarding activities, including IT inductions and equipment handovers for new starters.
• Provide executive or VIP user support where required.

Base location – Hybrid - Kemble Court, Reading.
Working pattern – 36 hours Monday to Friday.

What you should bring to the role

• Experience working in a customer-facing IT support or service desk environment.
• Strong customer service skills with the ability to communicate clearly and professionally across multiple channels.
• Experience managing incidents and service requests in a fast-paced support environment.
• Strong organisational and time management skills with the ability to prioritise multiple tasks.
• Ability to work independently while contributing effectively as part of a team.
• Excellent interpersonal and communication skills, including verbal, written, and listening skills.
• A proactive approach to problem-solving and delivering high-quality service to users.
• Ability to work under pressure while maintaining a positive and professional approach
• A flexible mindset and willingness to support evolving service delivery needs.
• Some experience providing technical guidance or informal leadership within a support team is beneficial.

Technical experience and skills

• Experience supporting Microsoft Windows 10 and Windows 11 environments.
• Knowledge of Microsoft Office 365 applications and collaboration tools.
• Familiarity with device management technologies such as SCCM and Microsoft Intune.
• Experience working with Azure Active Directory or Active Directory environments.
• Understanding of authentication and security technologies, including MFA and SSPR.
• Experience supporting endpoint security technologies such as BitLocker
• Knowledge of IT service management tools such as ServiceNow is beneficial.
• Familiarity with reporting or analytics tools such as Power BI is advantageous.

Desirable qualifications and experience

• Experience supporting onsite IT clinics, floorwalking, or hands-on end-user support.
• Experience supporting meeting room technology and workplace collaboration tools.
• Experience participating in service improvement initiatives or knowledge management activities.

Desirable technical skills and qualifications

• ITIL certification or familiarity with IT service management frameworks.
• Microsoft technical certifications or equivalent practical experience.
• Knowledge of security processes and best practices within IT service delivery environments.

What’s in it for you?

• Competitive salary within the B grade banding
• Annual Leave - 26 days holiday per year, increasing to 30 with the length of service. (plus bank holidays)
• Generous Pension Scheme through AON.
• Performance-related pay plan directly linked to company performance measures and targets.
• Access to lots of benefits to help you take care of you and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.

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 Water
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.