> Markdown version of [/jobs/ext/340362-service-desk-agent](https://www.wearedevelopers.com/jobs/ext/340362-service-desk-agent). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Agent - **Company:** Thames Water Utilities Limited - **Location:** Camelford, UK - **Salary:** £38,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, BitLocker Drive Encryption, Configuration Management, Multi-Factor Authentication, Azure Active Directory, Visual Technology, Microsoft InTune, Laptops, Servicenow, Windows Client - **Published:** June 11, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=bc3e08a39f7673db ## About the Role Do you have experience in Windows?, * 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. ## Description 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. ## Related Videos - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Challenges of building React and React Native apps](https://www.wearedevelopers.com/videos/448-challenges-of-building-react-and-react-native-apps) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) ## Related Articles - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Software Engineer Salary London](https://www.wearedevelopers.com/magazine/252-software-engineer-salary-london) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Data Engineer Salary UK](https://www.wearedevelopers.com/magazine/253-data-engineer-salary-uk)