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Do you have previous experience providing first-line or L1.5 IT support in a corporate environment?
Have you worked in an organization that used Microsoft 365 and Azure?
Are you comfortable working full-time on-site in Theale and occasionally traveling to other UK locations when required?
If your answer is yes, we would love to hear from you so please read on for further information and get in touch now to avoid missing out! 

The Opportunity
Our client is seeking a proactive and customer-centric L1.5 Service Desk Support Technician to join it’s IT ServiceNow Team at their state-of-the-art facility in Theale, UK. This hands-on role offers an exciting opportunity to support a global workforce by delivering first-class IT support and contributing to process improvements and user productivity initiatives. This position is ideal for someone with a strong technical foundation and a passion for customer service who thrives in a fast-paced, team-oriented environment.

Your duties and responsibilities will be:
Provide first-line (L1) and intermediate (L1.5) technical support for software, hardware, applications, and end-user computing environments via the ServiceNow platform
Troubleshoot Windows 10/11 desktop issues, Microsoft 365 applications, and hybrid environments including Microsoft Azure
Administer user accounts through Active Directory, manage group memberships and access rights
Support for networking, printing, unified communications, video conferencing, and mobile/fixed telephony systems (e.g., Microsoft Teams, Zoom)
Participate in both in-person and virtual Tech Bars to proactively engage with users
Collaborate with 2nd and 3rd line support and external vendors to ensure seamless issue resolution
Assist the Business Relationship Manager (BRM) in delivering user-focused IT communications and productivity tips ("Did You Know" articles/videos)
Escalate unresolved incidents appropriately while maintaining communication with users
Create and update knowledge base content and identify recurring issues for proactive management
Occasional UK travel to other sites (business travel covered per company policy)
Perform additional IT-related duties as assigned
Essential Skills & Experience
Proven experience in an IT support or technical service desk role
Proficient with ServiceNow or similar ITSM ticketing systems
Strong technical troubleshooting skills across hardware, software, and network domains
Familiarity with Microsoft 365, Microsoft Azure, Active Directory, SCCM, Intune
Working knowledge of networking fundamentals (IP, DNS, Wi-Fi troubleshooting)
Experience with end-user computing environments and SaaS platforms
Excellent verbal and written communication skills in English
Ability to explain technical concepts to non-technical users
Familiarity with security procedures and cyber security awareness
Self-motivated, positive, and professional team player
Desirable Skills
Experience with automation, scripting, or low-code/no-code tools (e.g., MS PowerPlatform)
Knowledge of video conferencing and telephony systems
IT certifications (e.g., MS-100/101/102) preferred
Valid UK Driving Licence is an advantage
Work Environment
Office-based role (Theale) – 5 days per week, Monday to Friday
Occasional travel within the UK may be required
All travel and associated business expenses outside the base location are covered in accordance with company policy
Security Requirements
Must be able to undergo and obtain BPSS clearance
If you're passionate about technology, delivering exceptional service, and making a meaningful impact across a global organization, we encourage you to apply and join our clients dedicated IT Team by sending over your CV now and a member of our Millbank team will be in touch with you ASAP!

Millbank Holdings Ltd is an equal opportunities employer and respects diversity. We welcome applications from all suitably qualified persons who are eligible to live and work in the UK.

Millbank is proud to be a member of the ‘Disability Confident Scheme’. Millbank operates as an Employment Agency and Business.

Millbank Holdings Ltd is an equal opportunities employer and respects diversity.
We welcome applications from all suitably qualified persons who are eligible to live and work in the UK.
Millbank is proud to be a member of the ‘Disability Confident Scheme’.
Millbank operates as an Employment Agency and Business