Join Xylem in the global mission to #LetsSolveWater! As a leading water technology company with 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world's most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions. **The Role** This role reports to the Service Desk Manager and will provide support to the Service Operations Team to ensure the team delivers against contractual customer KPIs and Xylem’s strategic objectives. This involves working on the Service Desk, raising, managing and resolving, at first point of contact, customer service impacting incidents, using ITIL 4 methodology. In addition, this role will ensure all relevant support documentation is kept up to date, provide accurate data for reporting purposes and identify areas of improvement in line with the ethos of Continuous Improvement. **Responsibilities** + Providing support for the Service Desk as the single point of contact for external customers’ operational team to log incidents, problems and service requests. + Own and manage incidents and problems to ensure resolution and closure is confirmed with the external customers’ Service Desk. + Incident validation to ensure all tickets are logged with the correct technical information and log files required to investigate and diagnose issues. + Conduct 1st line triage for all incident tickets and escalate to the appropriate technical support teams as required. + Phone, email and ticket system cover during business hours (8am – 6pm) on an early/late shift basis as needed. + Assist with producing operational performance reports and statistics. + Ensure all tickets raised are processed within agreed OLAs and SLAs, whilst ensuring that the customer is kept updated at all times. + Share ownership of the ticket management process and continuously provide input into the review of Service Desk policies and standards in line with contractual ITIL 4 requirements to meet the evolving and future needs of the business. + Pro-actively identify process improvements to keep developing new business initiatives to improve the processes and levels of service. + Achieve objectives set to continue to work and deliver performance improvements. + Undertake other such duties as may be reasonably required from time-to time by the Management Team. **Skills/Qualifications/Experience** + Established experience in a technical customer support environment, preferably in a dynamic, fast-developing high technology industry. + Foundation level ITIL 4 qualification (or a willingness to be trained towards this qualification). + Experience in using IT Service Management tools to manage workload. + A basic knowledge and understanding of the following is desirable but not essential: computing operating systems, RF principles, the utilities sector. + Motivated self-starter, comfortable in fast-paced environment. Manages time effectively and adapts quickly to changing priorities and demands. + Excellent interpersonal skills. + High level of IT and PC literacy, able to organise plan and innovate. + Team player who works productively and cordially with a wide range of internal and external contacts. + Problem solving and analytical ability. + Demonstrable integrity and high-ethical standards. + Excellent customer facing skills with effective listening and communication (written and verbal) skills. + Happy to interface with stakeholders at all levels, both internally and externally. + Possesses the willingness to learn, improve and adapt. **Other** Occasional national and international travel may be required. Join the global Xylem team to be a part of innovative technology solutions transforming water usage, conservation, and re-use. Our products impact public utilities, industrial sectors, residential areas, and commercial buildings, with a commitment to providing smart metering, network technologies, and advanced analytics for water, electric, and gas utilities. Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of diversity, equity and inclusion in driving innovation and allowing us to compete more effectively around the world.