Role Profile

Job Title: Service Desk Agent

Grade: A3 (Reports to: Digital Service Desk Team Lead)

Job Purpose Summary

As a team, our vision is to create an everyday digital experience for the people we serve – our customers – by putting them at the heart of everything we do. As part of our award‑winning team, you’ll help the business become an intelligent, connected organisation to deliver our digital transformation and turnaround as part of the Service Desk team.

The purpose of this role is to provide an excellent IT service to Thames Water employees and contractors, using different communication channels and providing onsite support through our Digital Drop‑in Clinics at primary locations.

The team will establish and execute a strategy for Digital User Services, building, maintaining, and supporting it as required to meet business requirements and using a shift‑left methodology to utilise more automation, self‑service, and pro...