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This is 4-6 months Temp role.
Service Desk Team Leader – Grade B
Who are we?
Thames Water is the UK’s largest water and wastewater company. We make a daily difference to our 15 million customers by supplying 2.6 billion litres of water through 32,000 km of pipes, keeping taps flowing and toilets flushing.
At Thames Water, every one of our actions, big and small, matters every day. Water is essential to life, so our business is always open.
What you will be doing?
The purpose of this role is to lead a technical team who prides themselves on delivering great Customer Service whilst analysing operational performance, trends and insights into improving the resolution of IT Incidents and the fulfilment of Service requests. This is a challenging position which requires you to help deliver the best next generation of services to our customers. This is a fixed term role for 4-6 Months.
What will this role involve?
Leading and developing a multi-functional 24/7 Team, providing support to our customers through a variety of means including a central Phone Support Team and onsite Digital Drop-in Clinics at P1 Sites.
Meeting and monitoring agreed service levels for the Service Desk.
Maintaining Shift allocation for a 24/7 Service.
Responsible for resolution of incidents where possible, aiming to achieve a high first-time fix rate.
Coordinating escalations through to resolution.
Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
Proactively look for improvement areas as part of a continuous improvement process within the Service Desk function
Monitors the quality of support documentation
Works with project managers ensuring a smooth transition from projects into business as usual
Investigates problems in systems, processes, and services. Assists with the implementation of agreed remedies and preventative measures.
Promotes and ensures the use of appropriate techniques, methodologies, and tools.
Proactively engaging with Key stakeholders and attending relevant meetings that affect our customer base. This will include Incident Management, Problem Management, Change Management and many more.
We’re looking for you to:
Strong experience working in a similar role
Demonstrates a passion for IT and customer service with excellent English written and verbal communication skills
Experience working in a fast-paced office environment, with the ability to work under pressure and manage multiple tasks at any one time
In depth experience in leading a Service Desk Team
Excellent communication and presentation skills with the ability to convey technical information to non-technical staff through different means, including IT Inductions.
What’s in it for you?
Thames Water is a dynamic, rewarding, and diverse place to work, with opportunities around every corner. If you join our team, you’ll enjoy a fulfilling career and flexible working arrangements.
Our competitive salary package includes an excellent contributory pension, 26 days holiday per year increasing to 28 with length of service and a wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing.
We’re also proud to embrace and promote diversity and believe that creating a workforce that reflects the communities we serve will help us to thrive. We encourage applications from everyone and offer extra support for those who need it throughout the recruitment process.
Disclaimer: due to the high volume of applications we receive, we may close a vacancy earlier than the advertised date. This is so we can manage all the applications properly and give candidates a positive experience. Once closed, we can’t consider any further applications, so please submit your application as soon as possible to avoid disappointment