Senior IT Analyst - Genius Bar

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's of pipes, to keep taps flowing and toilets flushing. We are an essential service and have operated throughout the Covid19 pandemic.

At Thames Water, every one of our actions, big and small, matters every day. Water is essential to daily life, and that means our business is always open.

What you'll be doing
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 Genius Bars at Primary locations
You'll be part of a Digital team creating our own in house multi-million-pound ITIL service management framework. You'll be involved in continuously improving our service for our current and future long-term vision.

We're looking for you to do

• You'll be providing an excellent IT customer experience to required standards, working closely with the Incident Management to improve the quality of information to be used by 3rd party support teams to improve the incident resolution times
• Contribute to team success, by demonstrating Thames Water values, sharing knowledge and best practice, acting as mentor to the Service Desk Agents to improve their performance and knowledge
• Being the first time contact for IT issues from the Thames Water user community, provide support to management, attending meetings and CAB. Receiving, logging, and managing calls from internal employees via telephone, email, self-service, and Onsite Genius Bar
• Working with the Service Deliver Teams to provide quality of information for further root cause analysis, continually improving the incident resolution times and first-time fix rate
• Within the Genius Bar, providing hands on support, Imaging and swapping out of IT equipment. This can grow to office and equipment moves, take ownership of user incidents, and follow up the status of incidents on behalf of the user and communicate progress in a timely manner

What Skills are we looking for?

• The successful candidate will possess significant relevant customer facing experience, IT technical skills and Leadership Skills
• You'll have excellent customer service skills and telephone manner and will have at least 3 years previous experience in an IT Technical role and have excellent organisational skills
• You'll possess well developed interpersonal skills, outstanding communication skills (verbal, listening, written and tone) and you'll be a self-motivated achiever who gains satisfaction from providing excellent customer service
• Prior experience in troubleshooting and supporting the following technologies - ServiceNow, Active Directory, Azure Active Directory, Intune/Endpoint Manager, O365 usage and admin, MFA, SSPR, Windows 10, Power BI, SCCM, LAPS and BitLocker
• You'll have experience in deploying operating systems and software through SCCM and LANDesk and have experience in using remote access methods and applications (Citrix and VDI)
• You'll have a technical understanding of Active Directory (AD) and have working experience with Service management tools (Service now)
• As part of this L7 position you'll be requested to attend sites on a shift rotation to manage incidents and requests and to provide onsite support through our Genius Bars. You'll also be asked to provide support and backfill our Night Shift when required
• This permanent position is based on a 36 hour a week

What's in it for you?
The Opportunity to join a busy but rewarding section of Thames Water with a dynamic team. Our competitive salary package includes an excellent contributory pension, 26 days holiday per year increasing to 30 with 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.