1st Line Service Desk Analyst

We’ll inspire and empower you to deliver your best work so you can evolve, grow and succeed – today and into tomorrow. We offer an exciting range of opportunities to develop your career within a supportive and diverse team who always strive to do the right thing for our people, clients and communities.
Work-life balance and flexibility is a key focus area for us. We’re happy to discuss hybrid, part-time and flexible working hours, patterns and locations to suit you and our business.

Role Overview
We are seeking a dynamic, passionate and proactive customer-focused 1st Line Service Desk Analyst to join our ServiceNow team at our office in Theale, UK, for a period of 4 months.

Providing essential ServiceNow L1 technical assistance and support to our workforce end users located across the globe using a ServiceNow ticketing system and following the Business Technology policies and procedures.
Makes regular proactive recommendations regarding eradication and automation of incoming demand, to reduce overall net incoming demand and improve the end user experience (and reduce end user disruption).
Collaborate with L2 and L3 colleagues to ensure seamless end user experience.

This is a traditional a L1 role, with some additional IT related duties, which include supporting the Business Relationship Manager (BRM), for proactive business engagement activities:

Participating in the bi-weekly virtual “Tech Bar” sessions to resolve L1 type ticket queries

Drafting “Tech Tuesday” newsletters, includes “tips & tricks” to bolster end-user productivity (‘Did You Know’ articles and videos), other BRM initiatives

This will be full-time, office based position, working Monday to Friday, 40 hours per week.

Key Responsibilities

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Provide first-level IT technical support and problem resolution online and over telephony to all end-users with software, hardware and application problems via the ServiceNow ticketing system

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Lifecycle ticket management, ensuring all tickets are dealt with and closed out or escalated to second-level support in a timely and professional manner

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Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases

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Administer user accounts via Active Directory, group membership and rights assignment based on established procedures

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Technical Troubleshooting

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End User Compute (EUC), Networking, Applications (inc. common enterprise applications and M365), Printing, Unified Communications, including meeting room facilities (video conferencing), fixed and mobile telephony, video conferencing (e.g. Microsoft Teams, Zoom)

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Report any pattern or trends to management for proactive problem management

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Refer to internal IT news, Knowledge articles, and general industry updates to stay up-to date with recent changes or new implementations

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Share observations with team and update Knowledge Base articles

Requirements

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Experience in an IT support or a similar technical role, with a strong background in system, network, and application support

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Experience with ServiceNow or similar IT ticketing systems

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Experience in customer-focused environments, providing high-quality technical support

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Follow Security procedures and keep a vigilant eye for Cyber Security issues

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Excellent knowledge of service desk processes and functions in support of end-user computing needs

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Strong knowledge of troubleshooting Windows Desktop (10 & 11)

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Strong knowledge and hands-on experience of Enterprise Hybrid environments: on-prem + Microsoft Azure

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Strong knowledge of current Microsoft 365 (inc. Office 365) desktop operating system and application software (adds, removes, password resets) – certification preferred but not essential (MS-100/101/102)

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Demonstrated knowledge of personal computer hardware configuration and setup

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Understanding of basic Networking and troubleshooting

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Basic understanding of IP addresses, DNS and what makes up an IT network

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Diagnosing internet connection issues, WiFi issues

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Experience with EUC environments and management platforms (e.g. SCCM, inTune, Active Directory)

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Cloud Platform experience, including 3rd party SaaS

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Experience with Video Conferencing and telephony systems

Our Culture
Our values stand on a foundation of safety, integrity, inclusion and diversity. We put people at the heart of our business, and we genuinely believe that we all succeed by supporting one another through our culture of caring. We value positive mental health and a sense of belonging for all employees