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Job Title: Service Desk Analyst / 1st Line Support
Location: Theale, UK
Type: Full-Time (Mon-Fri, 40 hours/week)
Reports to: Service Desk Manager

Overview

We're looking for a proactive and customer-focused Service Desk Analyst to join our ServiceNow team. You'll be the first point of contact for technical support, helping global end users resolve issues via our ServiceNow ticketing system and following IT policies and procedures.

In addition to typical 1st line support duties, you'll assist with business engagement activities, such as running virtual "Tech Bar" sessions and creating user-friendly content like the "Tech Tuesday" tips newsletter.

This role requires strong communication skills, attention to detail, and a genuine passion for IT support and service excellence.

Key Responsibilities

Provide first-line IT support for hardware, software, and applications (Windows 10/11, M365, etc.)

Manage tickets from creation to resolution or escalation

Troubleshoot issues related to EUC, networking, printing, telephony, and conferencing tools (Teams, Zoom)

Support user account management in Active Directory

Participate in initiatives to reduce ticket volume through automation and knowledge sharing

Support the BRM with communication and user engagement initiatives

Help maintain and improve internal knowledge articles

Follow security procedures and contribute to a secure IT environment

Requirements

Essential Skills & Experience:

Experience in a similar IT support or technical role

Familiarity with ServiceNow or similar ticketing tools

Strong knowledge of Windows OS, Microsoft 365, and hybrid environments (on-prem/Azure)

Good understanding of networking basics (IP, DNS, WiFi, etc.)

Experience with Active Directory, SCCM, Intune, and EUC management

Excellent communication and customer service skills

Able to explain technical issues to non-technical users

Fluent in written and spoken English

Desirable:

Exposure to automation, scripting, or low-code tools (e.g. Power Platform)

Experience with cloud/SaaS platforms and video conferencing systems

Other:

Must be willing to undergo baseline security clearance

Positive attitude, team player, and problem-solver